How To Increase Consistency With Call Center Agents

by | Apr 26, 2014 | Automate Support, Customer Support, Knowledgebase

Consistent call center agents can reduce AHT and improve CSAT.

Consistent call center agents can reduce AHT and improve CSAT.

Along with improving productivity, is the need to increase consistency. Call center agents can be stellar in one scenario, yet falter in another. This type of variability is defeating. Although, CSAT scores may increase from positive experiences, the negative ones may be counterproductive and even more depleting. Inconsistency will not assist with first call resolution rates, as well as average handle times. Inconsistency is a yin and yang and never allows for the positive or negative to fully take hold. Here are some ways to increase consistency, allowing for more positive output to materialize:

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

  • Frequent Training Sessions – Familiarizing agents with the product and services frequently, will allocate a more consistent output. The more an agent knows about the platform they represent, the quicker they can respond to complaints and conflicts. This expedition will increase FCR and decrease average-handle time. Knowledge truly is power and repetition is the greatest form of consistency.
  • Installing Virtual Help Desk – Yonyx can help any business with virtual help desk solutions. This form of automated customer service allows for consistency to manifest between the customer and the interface.  More intensive matters can now be focused on by agents, who in return are familiarized with the more egregious problems. Thus, repetition produces consistency.

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