Enhanced Resolution Process via Telecom Troubleshooting Manual

Using a telecom troubleshooting manual is not going to be effective if you don’t implement it well. It will only bring about positive results or become beneficial if your staff and the rest of your system would coincide with its proper use.

Increased resolution process rate using a telecom troubleshooting manual
Increased resolution process rate using a telecom troubleshooting manual

So, how can you enhance the company’s entire resolution process through telecom troubleshooting manual?

Train your people. The best advantage of using a telecom troubleshooting manual is that there is no reason for your call center agents to be trained on how to use it over and over again – unlike in other systems or processes in your company. However, it is necessary that you train your people especially when it is the first time that they are going to use it.

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

Remember, a software or application can only do so much. Once it is implemented, the resolution process would be in the hands of your call center agents. It is important therefore that your staff will get acquainted not only with the software but on the entire process of resolution.

Skills. Your people must possess the skills that are important in the resolution process including –

  • Communication skills
  • Creating concise and clear step-by-step walkthrough
  • Relaying information very well

The software will not deal with ‘everything’ for you – but it can make things easier, more convenient and faster.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree