ScreenSteps has transformed how the B2B tech call center manages its knowledge and its ability to respond to customers.
With their ScreenSteps knowledge base, the call center has organized more than 850 articles to take care of their roughly 400 customers. These articles are hosted in one location where agents can quickly find and follow them.
Using the ScreenSteps workflow articles, the call center has designed knowledge experiences that have decreased training and agent proficiency time by up to 87%. Agents could find guides quicker and follow them easier.
The B2B tech call center leveraged these documentation tools to create guides that helped one client — a large restaurant chain — reduce the average call handling time from 20 minutes to 6 minutes and increased the First Call Resolution rate by 60%.
The restaurant chain had complex internal procedures that required multiple levels of support from the call center’s agents. Using ScreenSteps, the agents didn’t have to understand the customer's product or use case. Any agent — new to supporting the restaurant chain or not — could follow the steps and achieve First Call Resolution.
It was easy for the management team to receive feedback from their technical agents and use that feedback to update and create new knowledge articles. In fact, a common phrase around the call center is, “That should be in ScreenSteps.”
Onboarding new technical agents is significantly shorter. What took three months before, now takes about two to three weeks of classroom training.
Plus, it is also faster to onboard their new clients and use new support models, allowing agility in working with customers.
ScreenSteps saved supervisors time so they could create guides. These guides helped agents better take care of their clients and achieve better performance metrics. And the clients receive faster and more accurate support.