If a customer calls your call center business with an issue or concern, one great way to resolve this is by using a telecom best practices bible that will direct the ways of your call center agents on the direction of the call flow. Customers expect you to resolve their issues because it is assumed that they already have exhausted the means of troubleshooting that they know.
A telecom best practices bible ensures that the call follows a systematic step-by-step flow in order to deal or cater the issues presented by the customers. There is almost no room for error in this arena just because customers demand you to do so. After all, this is your job – so it automatically means it is your responsibility.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The telecom best practices bible is a decision tree driven software that will automatically display information or data on screen related to the customer’s initial complaint. This will lead to accurate diagnosis and proper addressing of the problem so that the customer don’t have to call you again. This refers to higher rates of First Call Resolution or FCR.
When you have a software that automatically displays information, customers – on the other end of the line – would think that you’re an expert of your own product and this will boost your credibility. Call center agents can “free wheel” or can craft their own script using the decision tree driven guide on the software.
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