In a lot of call center businesses, the Average Handle Time or AHT is one of the key determinants on how efficient the contact center is. The AHT is readily available as well as easy to measure. However, reducing AHT is almost impossible if the call center company does not embrace powerful tools available in the market today. And, this includes the trending troubleshooting FAQ software, which is an application that is able to pull out all necessary information related to the customer issue.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The troubleshooting FAQ software is one of the elements that will help reduce an agent’s average handling time. It gathers information automatically after the call has been answered. An agent’s task is to provide the customer as much relevant information as possible in relation to the problem presented by the customer. The information will help resolve the issue faster. As a result, it saves both the agent and the customer time.
Furthermore, the troubleshooting FAQ software allows the agent to read continuously on-screen the information pulled out instead of relying solely on the call script provided by the company. It also allows the agent to free-wheel and can update or modify the information while in the process of resolving issues.
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