When you run a call center business, standardizing tasks is one of the elements of success. Many business owners think that standardizing does not promote personalization, which increases the chances of obtaining a positive customer experience. However, standardization will promote consistency of the company’s processes if implemented well. Using an interactive computer FAQ will help a company standardize the systems so that all agents can benefit from a call script.
Call center agents use scripts – that is a given fact but it is not necessary for them to be limited to it. They can “free-wheel” using an interactive computer FAQ as a guide to answer queries, issues or concerns from customers. The software will pull out the information from a comprehensive knowledgebase.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
The information is integrated into a single streamlined process that they can modify at will. This will further standardize the information thus promoting consistency throughout the business. Other agents can then use the information when they are faced with similar or the same problem.
Also, the interactive computer FAQ significantly reduces the time an agent spends on each customer thus promoting more agent productivity. The number of customers an agent can handle each day will increase, which leads to efficiency within the business.
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