First call resolution is an important metric to track in your call center.
Call centers want their reps to be able to answer the caller's questions the first time they call the company. That means the caller doesn't need to call again with additional questions on the same topic/issue.
This goal makes sense — it saves your call center time and money in the long run.
The key to first call resolution is to help agents quickly access the correct information they need and to make it easy for them to understand what needs to be done.
As a content coach at ScreenSteps — a knowledge base software for creating and sharing documents — I’ve helped call centers write call flows in ScreenSteps that are easy to follow while an agent is on a call. This helps agents avoid missing steps and resolve the customer’s issue in one call.
In this 3-minute video, I share five ways ScreenSteps gets the right information to your reps so that your reps can resolve more calls on their first try.
How to increase first call resolution in your call center
Increasing first call resolution in your call center requires having resources that your reps can use while they are on a call.
With ScreenSteps' knowledge base software, it is fast and easy to create clear call flows. Agents can quickly find and follow call flows — in as few as two clicks — without putting callers on hold.
To see how ScreenSteps could help your call center, schedule a time to meet with a member of the ScreenSteps team.
