Agent productivity can be more difficult to attain then consistency. This is due to largely in part to call center agents being extraordinarily efficient and performing optimally in every instance. While consistency calls for a repeated attempt to provide customer service and resolve complaints, productivity stakes a higher claim: superior results that foster progression. Average handle times, customer satisfaction scores and a first call resolution rates are just a piece of the puzzle. Here are some great ways to help agent productivity prosper in the call center:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Step-by-Step Call Flows – A comprehensive step-by-step call flow manual with troubleshooting applications can help agents when they find themselves in uncharted waters. This can be as a result of a hostile customer or unique situation that may be outside the scope of the agent’s expertise. Step-by-step call flows can serve as a life preserver in rough waters.
- Call Center Scripts – Sometimes manning the desk at a call center can be exhausting. It is important that agents are given a framework or foundation to rest their delivery upon. A well versed call center script can turn an energetic customer service agent in to a superstar. A Yonyx AGI solution can be a great supplement in this endeavor.
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