So what is a first call resolution rate? Why is it important? How does Yonyx help? These are the same questions that race through the minds of clients who wish to decipher the essence of average handle time. However, first call resolution rates and average handle time are two distinct scenarios and situations.
A Yonyx virtual flow chart or multimedia flow chart can help resolve complaints in the first attempt with innovative information technology presented in a variety of a media.
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” is a prioritized concept in CRM or customer relationship management. First call resolution is defined as administering to the needs of the client on the first call, locating a solution and eliminating any need for a follow up or second call.
First call resolution is the paragon of efficiency. For businesses striving to reduce lines and delays, first call resolution can help reduce future inquiries and alleviate traffic. Yonyx provides excellent tools to increase first call resolution. An AGI integrated flow chart that presents non-linear information in a map view, helping both customers and agents visualize information in a map-based view.
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