Whether it’s calls or messages – a high volume of contact can be a pain point for your contact centre representatives and your customers.
Customers will become frustrated if they can’t get through to your customer service agents, have long wait times, or need to contact someone for a simple question. Meanwhile, your agents will be stretched thinly.
This issue can fall under a combination of categories depending on the specific issue the contact centre and customer are facing.
Is the problem stemming from a lack of technological processes, such as interactive voice response, which would allow customers to have their repeat queries resolved quicker? Or do you have high contact volumes because of a lack of support elsewhere on your site?
Asking questions about why your contact centre and customers are experiencing this problem will help you decide on the best course of action to fix it.