Elevate Your First Call Resolution: 10 Essential Tips

EMPOWER CUSTOMERS TO SELF-SERVICE OPTIONS

of all customers attempt to take care of matters themselves before reaching out to a live representative.* 81 %

Enable your customers to find answers or solutions to their concerns by leveraging the readily available tools at their disposal. As you conclude your interaction, kindly inquire if they would be interested in learning how to navigate your support center for information. Often, customers are unaware of the existence of any comprehensive sources of knowledge held within accessible channels and are pleased to discover that they can independently explore this resource without the need to contact customer service once again. By proactively offering self-service options, such as comprehensive FAQs, troubleshooting guides, or online resources, customers can access the information they need without ever having to contact the call center. This empowers customers to resolve simple issues independently, reducing the overall call volume and allowing agents to focus on more complex or specialized cases. Another effective way to empower your users is by explicitly detailing each step of the provided answer and offering easy-to-follow instructions. While guiding them through a particular process, use phrases such as “Notice how I am able to ____ by taking this action?” or “Whenever you press this button, it triggers this outcome.” Instead of simply delivering the information, actively educate your contact center agents on your methods and approach.

Harvard Business Review reports that across industries,