Improving Consistency of Call Center Agents with User FAQ Software

There are many things that technology can do for us today including making our lives easier and more convenient. The same is true when you are running a call center business. Technology provides several solutions to improve productivity and consistency in all processes and operations involved in your business. One of such technological tools include the interactive user FAQ software.

Consistency with user FAQ software
Consistency with user FAQ software

This software offers call center businesses several advantages such as reduction of the Average Handle Time or AHT. How can it reduce the AHT? When customers call, they expect your agents to resolve issues quickly. This will not be possible without a call script and a comprehensive knowledgebase to get information from.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

However, relying on call scripts alone will not promote consistency in all running processes that your agents will use. Your agents will browse through hundreds to thousands of articles in your knowledgebase in an attempt to resolve customer issues. The process can be dragging and time-consuming both for the agent and the customer.

The implementation of a user FAQ software will automate the process of pulling out relevant information based on the current situation that the customer is facing. The agent can modify the information even in the midst of resolving issues. The same information can be used by other agents and even newly hired agents in case senior staff leaves the company.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree