Call resolution is seen to be the most frustrating duty in a call center. This can largely be blamed on the fact that it has to balance customer satisfaction and at the same time handle call resolution. Balancing these two is a challenge but here are ways to improve first call resolution in your business.
Promote data collection
Having a consistent data collection policy is the best and most notable way you can use to improve first call resolution in your business. Having prudent information about your customers will help greatly in first call resolution.
Motivate all your call center 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.
Fast track communications
Organizations have different departments that represent different duties but all have same call center representation. Ensuring open communication between these two departments eliminates confusion. This will improve first call resolution.
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.
As you can see, in order for you to improve first call resolution, you need to make things move faster in your contact center. We have a wide range of tools, guides and other call center solutions that can prove useful (internally and externally) in how you improve first call resolution. Learn more about us today.
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