Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representatives try to navigate the surge of unexpected activity. Luckily, it’s possible to develop a strong strategy for navigating shifting call volumes, especially sudden surges. If you aren’t sure where to begin, here are some tips that can help.
Automate the FAQs
In most contact center environments, the majority of calls are about the same topics. While some customers will always favor speaking with a live person, others are completely satisfied with automated information as long as it answers their questions. Review your customer data to identify the most common reasons for contacting the company. Then, see if you create an automated FAQ list that addresses those topics. You can also add the FAQ answers to your website, as well as integrate them into a chatbot. By doing so, you may be able to address most customer concerns without them having to speak with a representative.
Announce Estimated Wait Times for All Contact Options
Keeping customers informed about estimated wait times is critical for CX. However, most contact centers only provide those details for the contact type the customer is using at that specific moment. By giving customers an estimated wait time for the approach they are using and then following that up with approximated waits for using an alternative, you can steer customers to lesser used options. Not only can this reduce the burden on the agents experiencing the spike in calls, but it also gives the customer a clear path for faster support. Often, voice calls have the longest wait times. In many cases, chat-based support is easier to manage. Agents may be able to tackle a handful of contacts at once, allowing them to operate more efficiently, reducing wait times for that approach. By letting customers who are on the phone know that chat support is quicker, you may be able to shift them over.
Offer a Callback Option
A callback option can work wonders when it comes to CX and managing shifting call volumes. With a callback tool, customers don’t have to wait on hold. Instead, their position is held in the virtual queue and, once an agent is available, the system calls the provided number and connects them to the representatives. While it may seem like callback options do little to lessen the burden of call volume spikes, that isn’t the case. Reductions in customer frustration make providing support easier and boost your reputation. Since customers aren’t waiting on hold while in the queue, the overall experience is more positive, increasing the odds that they’ll be in a good mood. In turn, agents may be able to provide assistance more quickly, as they won’t have to diffuse the situation before working on a solution. Plus, pleasant interactions keep your representatives happier and more engaged, leading to better
mental health, higher productivity, and increased job satisfaction. Ultimately, all of the tips above can make managing shifting call volumes easier. Consider giving them all a try and see how much of a difference these simple changes can make.
