How can you promote first call resolution, which is greatly needed in a call center business? The solution would be implementing a user guide software.
This user guide software can do many things and it starts by pulling out only the necessary and relevant information needed by the customers during their call. Instead of relying on the pre-formed call center scripts, your agents can now creatively craft their own scripts by integrating the existing call scripts and the information available for them on-screen.
Furthermore, the software can also help agents in improving their skills and productivity especially in handling customers at any given time. By empowering the agents with content-rich user guide software, which is automatic and efficient, it greatly reduces the average handle time and first call resolution.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Because of these things, you are actually cost-saving on customer support. There is no need for you to hire overwhelming number of staff, which can take so much from your company’s budget.
It is important to emphasize that promoting first call resolution is extremely important to call centers because this is the very reason why your efficiency and CSAT score (customer satisfaction score) would greatly improve. Why? It is because customers don’t have to call your company back again since their issues have been resolved the first time.
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