Reducing Average Handle Time through a User Booklet Software

by | Apr 29, 2014 | Automate Support, Customer Support, Knowledgebase, Troubleshooting

When it comes to customer support workflow, a user booklet software is extremely useful by allowing your agents to be more flexible and productive. Scripts implemented by call centers are sometimes too defined that agents will sound scripted and does not offer fast resolution process.

Reduced AHT with user booklet software

Reduced AHT with user booklet software

The user booklet software, on the other hand, provides a well-defined service workflow, which agents are free to use when they interact with customers. It allows agents to free-wheel on their scripts so that they will act and sound more natural than relying solely on the script provided for by the company.

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

The modification of call scripts occur at various levels when the software is used but there are also variables that affect how efficient the agent can be namely – experience and the number of customers handled. With the software, the average handle time or AHT of an agent greatly reduces.

Since the user booklet software has this effect, the lesser the AHT is the more number of customers can be handled in a day. This increases the agent’s experience in handling customers thus increasing productivity and honed skill.

Call scripts need not be strict because using the software a company can now be flexible and agents can become more productive and skillful in handling customers.

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