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Tips to Handle High Volume of Calls in a Call Center

A high call volume is a spike of at least 10% of the average number of calls that you receive. Call centers often experience this during holidays and other seasons. For instance, lending companies may receive a surge of calls in their contact centers during Christmas as clients need money for their holiday expenses. Back to school season also causes a call surge as customers need funds for the school expenses of their kids, such as school fees, uniforms, and supplies.

Assisting these customers on time is essential, as it could mean a win or loss in your business. They would feel frustrated if they don’t get the assistance that they need right away, so they may go to other companies for their needs. Below are ways to efficiently manage a high volume of calls in your contact center.

Forecast calls

You can use forecasting tools to help predict the number of calls you will receive. By doing so, you will have a better idea of which date and time you are more likely to get a high volume of calls. Then, you can efficiently prepare as needed.

Work on the team schedule

Since you would know approximately when you will have a surge of calls with the help of the forecast, you can ensure that you have enough people to handle the calls. Work on the schedule of your agents to avoid being understaffed and make sure that the specific number of agents will be there.

Automate processes

Automate the things that you can automate as it will free up time for your agents to serve the clients better. An example of this is the use of an auto phone dialer. Besides the number of inbound calls, there may also be a considerable number of leads to call. Manually dialing these numbers can be time-consuming, and it’s prone to errors that can lead to incorrect numbers being dialed. The auto dialer will dial the number of your leads automatically, and when connected to the person, that’s the only time that it will transfer the call to the agent. Therefore, it will cut the time it takes to dial, and it will also improve the agents’ productivity.

Use other support channels

If the calls are overflowing, consider other support options that customers can take, such as chat support and help pages. For the chat support, use chatbots that would automatically answer commonly asked questions before leading them to a real person to support them. Add self-help options in the IVR too.

Offer callback options

Being in the queue for a long time can be annoying, especially for busy clients. Give them the option for a callback. Some phone systems have this feature, so agents can get back to them and help them with their concerns.

Monitor your calls regularly to ensure that you get on top of everything, especially when there is a surge in your call volume. Keep the customers informed, too, so they know what to expect, like giving an automated announcement informing them of the high volume of calls and their estimated wait time.

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