High call volume remains a consistent challenge for call centers with intermittent or constant spikes in the number of users dialing the numbers. Inefficacy in handling the spikes is more daunting than the call statistics. While there are positive spikes too due to a groundbreaking product launch, it may also pose a problem if the call center fails to meet the headcount required to attend those calls. On the contrary, negative spikes arising from technical or other glitch result in long waiting queues that hurt the brand reputation. Call center managers often find themselves in a perplexing situation when they need to deal with high call volumes. The blog post discusses a few tips that are helpful in handling an increase in call volumes.
1. Pattern Forecasting
Forecasting is a crucial process that helps call center managers to anticipate spikes. Though it is not necessary for the spikes to follow a definite trend, contact center managers need to examine the call volume data for a specific period of time. Some causes may be planned and easy to predict such as periods of promotional sales, while others may be tricky to understand such as after an IT or power outage. Once the analysis is over, labeling the spikes as planned and unplanned may help in ensuring adequate agent availability during the periods of high call volume. Additionally, call center operation managers need to ensure that skilled telemarketers are available during the peak times to respond to various issues of the customers.
2. Call Back Technology
During the period of high call volumes, both the customers and agents go through a lot of frustration due to the delays in handling the calls. If deployed and used efficiently, call back technology can curb the need of holding the line due to long call queues. The call back technology can provide a convenient option of arranging a call back within a stipulated time. As a result, customers are saved from waiting for a telemarketer to answer their calls. The agents also get enough time to analyze the issue that resulted in the spike, and come up with a solution.
Related: 3 key Benefits of Cloud-Based Call Center Solutions
3. Prompt Call Handling
A sudden spike in the number of calls may be due to an overwhelming response to a product or an underlying issue. Irrespective of the reason, call center agents need to be aware about the product queries and handling the customer issues. Call center managers need to ensure that the agents are spending adequate time in resolving the customer issues and answering their queries well, so that customers are satisfied with the services.
4. Self-Service Channels
Sometimes call center agents may require to cascade a single piece of information to a large number of customers. While each customer has a similar query, there is no point in killing out time and the power dialer buttons to deliver the same answer repeatedly. Call center managers need to go beyond the “receive and answer” approach and introduce more viable options such as IVR, chat, ticketing support or SMS. An IVR is the simplest mode of self-service channel that is pre-equipped in modern day power dialers such as dolphin power dialer and help in curbing down incessant call volumes during the spike hours.
5. Automatic Call Distribution Technology
Automatic Call Distribution, or ACD, is a skill-based routing system to answer incoming calls and route them to specific agents based on predefined criteria. During periods of high call volume, it becomes important to attend the VIP users on priority, and that’s where ACD comes to rescue. The technology also empowers managers to make good use of call monitoring, call conferencing and whisper coaching. The good news, you need not make a separate investment to introduce ACD in your call center infrastructure as it comes pre-equipped with automatic and power dialers.
The Way Forward
Customer relationships are the key factors that determine the success of a business. Customers, however, expect to get a first-hand resolution to their queries and issues, that is only possible if you choose the right power dialer and tap the full potential. Power dialers such as dolphin power dialer are smart devices that represent the backbone of a contact center infrastructure and play a crucial role in handling peak call volume and enhancing the rate of customer satisfaction.
1. Pattern Forecasting
Forecasting is a crucial process that helps call center managers to anticipate spikes. Though it is not necessary for the spikes to follow a definite trend, contact center managers need to examine the call volume data for a specific period of time. Some causes may be planned and easy to predict such as periods of promotional sales, while others may be tricky to understand such as after an IT or power outage. Once the analysis is over, labeling the spikes as planned and unplanned may help in ensuring adequate agent availability during the periods of high call volume. Additionally, call center operation managers need to ensure that skilled telemarketers are available during the peak times to respond to various issues of the customers.
2. Call Back Technology
During the period of high call volumes, both the customers and agents go through a lot of frustration due to the delays in handling the calls. If deployed and used efficiently, call back technology can curb the need of holding the line due to long call queues. The call back technology can provide a convenient option of arranging a call back within a stipulated time. As a result, customers are saved from waiting for a telemarketer to answer their calls. The agents also get enough time to analyze the issue that resulted in the spike, and come up with a solution.
Related: 3 key Benefits of Cloud-Based Call Center Solutions
3. Prompt Call Handling
A sudden spike in the number of calls may be due to an overwhelming response to a product or an underlying issue. Irrespective of the reason, call center agents need to be aware about the product queries and handling the customer issues. Call center managers need to ensure that the agents are spending adequate time in resolving the customer issues and answering their queries well, so that customers are satisfied with the services.
4. Self-Service Channels
Sometimes call center agents may require to cascade a single piece of information to a large number of customers. While each customer has a similar query, there is no point in killing out time and the power dialer buttons to deliver the same answer repeatedly. Call center managers need to go beyond the “receive and answer” approach and introduce more viable options such as IVR, chat, ticketing support or SMS. An IVR is the simplest mode of self-service channel that is pre-equipped in modern day power dialers such as dolphin power dialer and help in curbing down incessant call volumes during the spike hours.
5. Automatic Call Distribution Technology
Automatic Call Distribution, or ACD, is a skill-based routing system to answer incoming calls and route them to specific agents based on predefined criteria. During periods of high call volume, it becomes important to attend the VIP users on priority, and that’s where ACD comes to rescue. The technology also empowers managers to make good use of call monitoring, call conferencing and whisper coaching. The good news, you need not make a separate investment to introduce ACD in your call center infrastructure as it comes pre-equipped with automatic and power dialers.
The Way Forward
Customer relationships are the key factors that determine the success of a business. Customers, however, expect to get a first-hand resolution to their queries and issues, that is only possible if you choose the right power dialer and tap the full potential. Power dialers such as dolphin power dialer are smart devices that represent the backbone of a contact center infrastructure and play a crucial role in handling peak call volume and enhancing the rate of customer satisfaction.