Call center agent productivity is a frequently focused augmentation of e-Commerce and virtual call centers. As a call center agent needs to understand the importance of first call resolution or “FCR” for short. If a comparison or analogy may be drawn for fantasy football enthusiasts, there are key players that you need to draft or acquire for your team to flourish. First call resolution is an unsung hero but nonetheless a crucial element and contributor to the overall effort. First call resolution sets the stage for customer satisfaction scores to raise and build upon lowering average handle times. Here is an overview of first call resolution:
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent
First Call Resolution – “FCR” in terms of CRM or customer relationship management is defined as properly addressing the need of the customer on the first call, abdicating any need for a follow up or secondary call. This can be exceptionally beneficial in reducing queues and building confidence in your customer support squad. A great asset to aiding in increasing first call resolution is an AGI integrated flow chart that presents non-linear information in a map view. This can expedite the process and help agents and consumers visualize a corresponding resolution.
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