Charles River Achieves 95% FCR with Fullcast Performance
At a glance
reduction in case handle time
first contact resolution rate
increase in agent satisfaction
Who Is Charles River Labs?
As a premier contract research organization, Charles River Labs provide the essential products and services that power scientific breakthroughs.
But as their mission-critical work scaled, their customer support operations struggled to keep pace. Siloed teams and fragmented knowledge led to inconsistent service and slow resolutions. Fullcast Performance brought a unified, data-driven approach to transform their service experience.
The Challenge
Disjointed Support
Multiple support teams operated in silos with different processes, leading to inconsistent customer experiences and difficulty tracking cases across teams.
Inaccessible Knowledge
The absence of a centralized knowledge base meant agents struggled to find information, resulting in long handle times and low first contact resolution.
Operational Inefficiency
Manual processes for case logging, tracking, and reporting consumed valuable agent time and were prone to data inaccuracies.
The Solution
Smarter support, from case to resolution. Made possible with Fullcast.
Unified Support Operations
Fullcast Performance provided Charles River Labs with a single platform to connect their siloed support teams. This created a cohesive operational model, standardizing processes and ensuring a consistent, high-quality customer experience across the board.
Intelligent Case Routing
With Fullcast, incoming support cases were automatically and accurately assigned to the best-equipped agent. This eliminated manual triage, drastically reduced handle times, and was a key driver in achieving a 95% first-contact resolution rate.
Actionable Performance Analytics
Fullcast’s dashboards offered real-time visibility into crucial support metrics. This empowered Charles River Labs to move beyond manual reporting and make data-driven decisions to continuously optimize team performance and agent satisfaction.
A Foundation for Case Deflection
By establishing a structured and automated system for case management, Fullcast created a reliable data foundation. This made it possible to identify common issues and power a self-service portal that successfully deflected 25% of inbound cases.
The Results
Accelerated Resolutions and Data-Driven Excellence.
Faster Handle Times
Fullcast’s intelligent routing got cases to the right agent instantly. This eliminated manual triage and powered a 40% reduction in average handle time, enabling Charles River Labs to achieve a 95% first contact resolution rate.
Case Deflection
By creating a structured, automated foundation for case management, Fullcast enabled Charles River Labs to launch a successful self-service portal. This led to deflecting 25% of inbound cases from the support queue.
Boost in Agent Satisfaction
With tedious processes eliminated and a centralized knowledge base, agents could focus on what they do best: solving customer problems. This new level of efficiency and empowerment led directly to a 30% increase in agent satisfaction.
