Efficiency in delivering first call resolution in call centers is one of the major requirements to ensure positive customer experience. In order to meet all customer needs and ensure that the resolution process is fast in motion, an interactive computer FAQ is a must have for companies.
So, what can you do to improve first call resolution using an interactive computer FAQ?
The Time Factor
When we talk about FCR or first call resolution, we’re talking about the element of time, which is extremely crucial. A point of reference must be established so that you can quantify how much time was spent and spared.
This point of reference will give you a basic overview on how much time you need to access information and arriving at a proper solution to a customer call. This is the very reason why an interactive computer FAQ was created – to ensure that time is spent properly and accordingly.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
The Training Factor
Your agents must be trained prior to using the software or any other processes that are newly implemented in your business. This is important so that repetitive instructions need not be done. Not only will this enhance the skills of your agents but it will also empower them in improving their consistency and productivity.
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