Every business should take an active role in improving the first call resolution for their customer support team considering that a recent survey showed that nearly 71% of your customers expect their problems to be resolved with one call. To help you make quick wins with increasing first call resolution, here are a few ideas;
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Make your knowledge base accessible to your agents
The most common reason why most calls are forwarded to supervisors and other agents is because customer services agents lack information or resources to help customers troubleshoot their problems. The best you can do to increase first call resolution because of lack of information is by giving your customer support agents enough, interactive troubleshooting guides, knowledge base articles and multimedia product bibles to help them customer problems in the first call.
Smart call routing
More than 29% of customers don’t like it when their call is transferred to someone else for solving. But with smart call routing, you can help improve the customer experience without dropping, transferring or giving customers excuses for not helping them.
At Yonyx, we have a series of call center solutions to help you increase first call resolution in your call center. Click the link below to grow your customer experience score.
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