Call resolution can be the most daunting task to any call center agent. This is largely to the fact that he has to balance customer satisfaction and call resolution. Because it is challenging I balancing this two, follow these four tips for improvement.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Consistent data collection
Setting up a consistent data collection method could is the best improvement you can make. Having prudent information about your customers will help greatly in first call resolution. this is because you have necessary references.
Motivate your agents.
Because they handle somewhat difficult duties it is important to provide necessary incentives that will encourage first call resolution. Offer training and necessary guidance if you are to have a goal oriented team.
Encourage communication
Organizations have different departments that represent different duties but all have same call center representation. Ensuring open communication between these two departments eliminates confusion. Which can lead to reduced first call resolution time
Empower agents
There is nothing great and rewarding as agents knowing they are part of a great solution. Empowering call center agents to think this way is important. They know you are in support of what they are doing and will want to prove it.
We have all call center solutions that can help improve first call resolution in your business. Click here to learn more about our offerings.
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