A good news for all call center companies when it comes to achieving FCR is that customers don’t care whether you know how to quantify your First Call Resolution rate. What they care about is for you to deliver it to them. The introduction of a user bible software in the industry has made things a lot easier than before. It diverts the attention from measuring the rate of FCR to solutions on how to actually achieve it.
Even if you are doing a messy job on FCR rate tracking yet you are achieving it efficiently, your current system must be effective enough to continue using or make improvements as deemed necessary. The user bible software don’t talk numbers but information from your comprehensive knowledgebase, which agents can use when they deal with customers the first time.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
The information pulled by the software can be modified during the call and can be edited further by other agents when they use it later on. This means to say that it can be multi-authored. Its relationship to FCR is simple. When agents have available data to use at the start of the call, they can provide solutions to customers faster thus reducing the Average Handle Time (AHT).
Since the information agents use is from the comprehensive knowledgebase your company has, the rate of First Call Resolution would be higher. A user bible software contains information that was integrated seamlessly into a single process.
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