10/31/2022 0 Comments Volume reduced with facechat![]() ![]() Rather than fielding each one, self-service resources - like a knowledge base - deflect common questions that only take a few minutes to answer. #VOLUME REDUCED WITH FACECHAT UPDATE#Whether it's due to a confusing promotional offer, a new product launch, or an update to your services, people will often have similar questions about your brand. Provide Self-Service Resources.ĭuring a customer service surge, it's common for reps to receive the same questions over and over again. While you don't want to overwhelm your team, it's important to know how many active reps you need on the floor and how many cases each agent can handle within a given period. Make sure you have enough people staffed to manage the change in call volume and take note of any vacations or sick leave that may affect your productivity. ![]() If you're expecting a surge, the first step you should take is to review your team's work schedule. But, if you're unprepared to handle high call volume, then your reps may feel more effects of the surge.īelow are a few tips you can use to manage a sudden spike in call volume at your business. If your team has a sound plan in place, then an unanticipated spike may not throw you too far off course. Similarly, the structure of the customer service team is important as well. Some surges will yield a higher volume of calls while others only create a small increase. The severity of high call volume varies depending on the situation as well as the business. High call volume simply means that the call center is experiencing more calls than it's typically equipped to handle. In this post, we'll explain what you can do to manage high call volume at your business and what you should do if someone continuously calls your company for help. Having a proactive plan in place helps your team account for these instances and keeps them constantly prepared to handle an unanticipated surge. But, when an unexpected one hits, you can quickly feel like you're struggling to meet customer demand. When you know a surge is coming, it's a little easier to prepare your business. In fact, many businesses experience these spikes annually during holidays or busy periods specific to their industry. Add the stress of a global pandemic on top, and it's easy to understand the challenges that customer service teams are battling.īut, even when COVID-19 isn't changing the world, surges in customer service aren't anything new. When call volume is high, wait times increase, and customer satisfaction drops. When a business experiences a customer service surge, call volume is one of the first metrics to soar through the roof. ![]()
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