How to create a successful first call resolution process

Call centers require efficiency in order to deliver first call resolution in customer experience. To strike a balance between customer needs and resolution processes have to be put in motion. For success to be realized you need to initiate the below changes.

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

The Yonyx deployment environment can help regulate the first call resolution rate.
The Yonyx deployment environment can help regulate the first call resolution rate.

Have a reference point

Time is a very important factor when it comes to first call resolution. With an established focal point of reference a great deal of time is spared. This reference point should have an information about products and basic customer information that can be accessed when needed.

Conduct prior training

Conducting training drills with your call center agents prior to initiation is a good step toward successful call resolution. This will sharpen skills that they are to use in real time situations while building confidence. Any loop holes can be identified at this point and corrected timely.

Encourage use of alternatives

Customer experience is not necessarily solved through voice calls thanks to advance in technology. This option should be encouraged to be embraced by customers. It is easy to access from mobile devices or smart phones from any part of the universe. This will reduce backlog of calls hence promoting first call resolution.

With the range of call center solutions offered by Yonyx, you can count on ample  first call resolution rates in your company.

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