Case Study: Rostelecom improves First Contact Resolution with ZOOM International's ZOOM SpeechREC

Improving First Contact Resolution (FCR) in an 800 seat call center

Rostelecom, one of Russia’s largest telecommunications operators, needed to improve first contact resolution in its 800-seat technical support call center while reducing operational costs. The contact center handled about 600,000 calls per month, and FCR was a critical KPI. Rostelecom worked with ZOOM International and its ZOOM SpeechREC speech analytics solution to find calls that were negatively affecting FCR.

ZOOM International implemented ZOOM SpeechREC to monitor 100% of calls, identify FCR risk patterns, and surface root causes such as hardware setup, billing, and login issues. Using these insights, Rostelecom retrained agents and improved best practices. The result was a 15% to 18% increase in FCR in target call groups and a total FCR improvement of 1.5% to 1.7% across the contact center.

Rostelecom

Igor Buranov

Head of Distant Services Department