December 21, 2020

Best practices for effective call peak management The volume of calls can be influenced by the season, upcoming events, holiday periods, or even by the presence of defective products on the market. In order to maintain customer satisfaction, contact centers need to develop a plan to prepare for these peaks. Here are four methods to prepare you and your teams for an increase in client calls and ensure that their expectations are always met. 1. Use customer history Review historical customer data to predict potential high volume telephone calls. You can track specific months or periods where there has been an increase and specifically identify certain times of the day that are the busiest. This information will help you decide when to hire additional agents and prepare them to handle calls effectively and efficiently. 2. Be proactive Consider using agents from your other campaigns during peak periods or before specific events to reduce average wait times. Another option is to work proactively with the human resources department to hire part-time agents to take over during these periods. 3. Cloud Technology Whereas traditional contact center technologies have limited flexibility in terms of call management, and rely on a hardware infrastructure that is not very flexible. A Cloud solution can adapt perfectly to fluctuations in customer activity, guaranteeing optimal scalability according to your needs, but also offering a model that is perfectly suited to platforms with high call volumes. A solution such as NobelBiz OMNI+ will help you increase productivity by reducing call handling times and allowing you to handle more requests with the same staff. At the same time, it will allow you to navigate between customer files across all communication channels.

Day: December 21, 2020

How To Manage High Volume Phone Calls?