Within two weeks, FCR jumped to 78%. The Resolution Squad found that the IVR's "speak your account number" feature was mishearing the digit 4 as 7. A simple voice model update. Four thousand customers a week stopped screaming into their phones.
She’d heard of COPC—a legendary, brutal framework that turned call centers into precision machines. It wasn't a certification; it was a pilgrimage. Most failed. Within two weeks, FCR jumped to 78%
“The sixth person I spoke to said, ‘I am sorry for your loss.’ No one else said that. It took you six tries, but you finally saw me. Thank you.” Within two weeks