Service calls are expensive for an organization, and how efficiently the call is handled often relies completely on an individual's knowledge and understanding of the customer's issue. If the call center representative thinks the problem is more complicated than it really is, a more highly skilled, and more expensive, service engineer may be deployed than is necessary. If the representative thinks the problem is less complicated than it really is, an ill-equipped engineer may be sent, requiring a second visit to solve the problem.
Overcoming gaps in product knowledge or understanding in your call center is an integral part of running an efficient service organization, but extensively training high-turnover customer service staff is not cost-effective either. Having the proper tools in place to assist and empower customer service representatives, therefore, becomes critically important.
ClickSoftware's ClickFix application was developed specifically for use in customer call centers. As such, ClickFix provides service representatives with all the information necessary to properly diagnose customer problems right at their fingertips and enables optimized scheduling to be truly optimal.