There are a lot of things that makes an interactive IT guide useful for call center businesses. One of it is in effective reduction of Average Handle Time or AHT. The AHT is the total time spent by an agent on all of the customer he handles divided by the total number of customers dealt in a day.
The Average Handle Time refers to how fast your resolution process is on each of the customer. With the interactive IT guide assisting your call center agents in crafting scripts, the AHT is significantly reduced so that the time spent on each customer would be lower compared to any instance where the interactive guide is not available.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Furthermore, an interactive IT guide is able to improve the rate for First Call Resolution or FCR. This refers to how efficient your resolution process is that customers don’t have to call you twice or several times. This can also lead to higher CSAT scores, which simply means the customer satisfaction rate.
The higher the rate of First Call Resolution is, the higher the customer satisfaction score would be. This is just to show the relationship between the two and why it would be a waste if you would not implement it in your company.
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