First Call Resolution or FCR and positive customer experience are two interrelated elements when it comes to running a call center business. They are directly proportional, which means that when FCR increases obtaining a positive customer experience also increases. However, it is also true that when one decreases the other also decreases. In order to work your way around this dilemma, you need to implement a powerful tool such as an interactive computer bible.
How important is the FCR and interactive computer bible to your business’ success?
Positive customer experience and satisfaction is greatly enhanced. Implementing an interactive computer bible in your business can help you in the First Call Resolution aspect. When this happens, obtaining a positive customer experience and satisfaction becomes easier.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Reduction of call center costs and saves you time. When you increase your company’s FCR, the overall operating cost is greatly reduced because you’re reducing the number of customer call backs. This means that there will be fewer customers who will be calling you back because their issues have not been resolved the first time.
Reduces the number of employees who leave the company. It is a challenging task to try and resolve issues the first time and when agents don’t achieve this resulting in customers calling them back twice or thrice they would feel inadequate. They will think of other career opportunities where they will have a sense of accomplishment.
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