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 this two is a challenge but here are ways to improve first call resolution in your business.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Promote data collection
Having a consistent data collection policy is the best and notable improvement you can make. Having prudent information about your customers will help greatly in first call resolution.
Motivate your 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 communication
Organizations have different departments that represent different duties but all have same call center representation. Ensuring open communication between these two departments eliminates confusion. Which can lead to reduced call resolution time.
Provide guidance
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.
Doing all the above will not bring your first call resolution up; providing your agents with the right optimized guides, decision tree driven interactive software guides and call center scripts will. Yonyx provides the best self service guides your business will need.
[button_box header=”” buttontext=”Sign Up for a Free-For-Life Account” link=”https://corp.yonyx.com/sign-up”][/button_box]
