When managing high call volume, it’s important to look at the entire picture. Below, we’ll take you through the key tactics for effectively managing high call volume in your call centre.
Forecast High Call Volume Periods
It’s always best to be prepared for a high call volume before it happens, which is why it’s so important to use business forecasting. Being able to capture and understand customer data is essential for successfully scheduling customer support representatives in the future. Workforce management tools and applications can be great for predicting high-demand periods, and they can also help you build scheduling strategies to prevent issues when you’re experiencing high call volume.
Provide Self-service Options
Your team is likely to be stretched to its max. So, to help relieve the pressure, it’s crucial to increase your customer service capacity by providing customers with as many self-service options as possible.
Chatbots and virtual agents can effectively serve as the first point of contact with a customer, solving the most common issues within the knowledge base. Only more complex questions and issues will be referred to a human agent, preventing high call volume.
If there is a single, known cause of the spike in call volume, an FAQ web page is another proactive measure to answer customer questions and help break up call log jams.
Provide Agents with the Right Tools
From workforce management tools to omnichannel support options, automatic call distribution software to scheduling systems, and everything in between, your team need the correct tools and technology to allow them to perform to their highest ability when demand is higher than usual.
Omnichannel solutions are one of the best ways to provide your agents with the right tools. The purpose of omnichannel communication is to allow customers to contact your business through various channels. This not only allows customers to choose the most convenient method of communication for them, but it also spreads the communication out for your agents. This should be implemented before a period of high call volume so that when you do experience a spike in demand, your team are better prepared for it.