Surge in call volume is among the top challenges that contact centers face.
An influx in calls usually happens during the holidays and when the company has an ongoing promotion like discounts and sales. At times, peak call periods occur unexpectedly, like when a power outage occurs, or when the production floor has insufficient agents who can take in calls.
1. Refer to a forecasting model
A tried and tested forecasting model should be the call center's basis for handling anticipated peak periods. Such a model must be based on a predictive framework and historical data that shows the factors for a rise in call volume in the past, as well as steps taken to overcome it.
2. Properly staff agents
You should schedule your agents work hours according to the patterns you'll see on your forecasting model. For example, if you commonly have a call volume spike between 10:00 AM to 12:00 PM on weekdays, make sure to have enough number of agents to man the phones during those hours. It is best to place highly-skilled agents who can efficiently handle high pressure or stressful scenarios.
Should you need to hire temporary or seasonal staff, make sure to pluck the best ones (from a group of applicants) who can assist your permanent staff.
3. Encourage proper call handling
Emphasize among your agents the need to focus on important call metrics such as first contact resolution and customer satisfaction. These initiatives prevent the same customers from having to call back and endure the frustration of having to wait in a long call queue all over again.
4. Work closely with the marketing team
The customer service team should be involved in all planned marketing activities of a business. For instance, to prepare for an upcoming sale, your team leaders should meet with marketing representatives to discuss possible information that customers may ask from the contact center.
5. Boost other customer service platforms
Improve your other customer service channels to minimize calls, and give your agents the opportunity to focus on more complicated product matters. For example, you can post news and brand updates on your social media accounts or through emails, have a chat support team ready to respond to online queries, and provide a detailed FAQ on the business' home page. With these, customers can conveniently resolve basic product concerns on their own.
High call volume is, at times, an indication of business growth. This means that marketing initiatives were able to reach a wider demographic, or that the business have come up with interesting or beneficial products that customers can support. When more-than-the-usual number of calls are handled well, it can result to increased sales and help in preserving the company's reputation and ensuring customer loyalty.