When you implement an interactive bible software, you are greatly enhancing your chances at achieving FCR or First Call Resolution, which is a core element in a call center business’ success. However, the quantitative measurement of FCR will take a lot of work.
Knowing how important FCR is to your company will not be enough. Accurate measurement of this element is necessary to gauge how efficient and effective your systems are. Unfortunately, the metrics involved in FCR are not easily captured and not readily available for calculation.
Relying on a tool such as call back tracking simply doesn’t do any justice since some customers don’t bother calling back even if their issues are not resolved. Instead, they will use other means to keep in touch with you such as email or social media pages you may have.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
This goes to show how utterly challenging it is to measure or gauge First Call Resolution. To save you from all the stress, you need to have an interactive bible software to enhance FCR. In fact, it is not necessary whether you get all the accurate numbers in FCR.
The reason behind is that customers don’t need to know your numbers. They just wanted to resolve their issues the first time they call your company. If they don’t, they will be frustrated and you risk losing them in the process. An interactive bible software pulls out necessary information from your knowledgebase and presents this as a guide for your agents to use.
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