While achieving high first call resolution rates and low average handle times are optimal to achieve high CSAT scores, call center agents carry the ball and place this goal upon their shoulders. Productive call center agents will give businesses the best chance and meeting these goals. Sadly, there are many reasons why production suffers and as a result so does AHT, FCR and CSAT. Here are some ways to improve productivity:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Installing IT Self-Service Manuals and Virtual Flow Charts – Essentially this can be a bible that helps both the customer and agent solve the dilemma. A comprehensive instructional manual with troubleshooting applications can educate the customer on the product, while also providing a framework for the agent troubleshoot and make further inquiries.
- Frequent Breaks – Sometimes manning the desk at a call center can be exhausting. It is important that agents are given frequent breaks to replenish and rejuvenate. A well-rested and energetic customer service agent will be more likely to deliver a quality performance filled to the brim with courtesy and professionalism. Furthermore, a sharp agent can reduce AHT by identifying solutions quicker. Thus, a Yonyx AGI can be a great supplement in this endeavor.
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