A lot of successful call center companies are not too concerned about their current statistics related to FCR or First Call Resolution. Instead, they focus more on achieving a positive customer experience and higher rating in customer satisfaction. In order to do this, they utilize a troubleshooting bible software as one of the strategies in increasing FCR, which ultimately leads to higher customer satisfaction rating.
Apart from the troubleshooting bible software, these successful companies also utilize other strategies and methods including updating the knowledge of agents as well as training them so that they can gain access to resources faster. This will effectively resolve issues the first time that customers call.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
In addition, using the software means consistency in the resolution process throughout the company. There will be no conflicting performance when the processes are streamlined and objectives are clear especially becoming customer-oriented.
Implementing a troubleshooting bible software allows agents to master skills in dealing with customers. This greatly reduces the average handling time because customers will be handled by agents whose skills are at par with the industry standards or even beyond.
Also, the software will empower your call center agents in achieving FCR so that they will feel good about themselves. This greatly reduces staff turnover.
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