High call volume can be a call center’s biggest nightmare. Your lines are suddenly flooded, you don’t have the manpower to deal with it all, and the customers on the other end are becoming irritated with the long wait times. What do you do? Well, it can be difficult to deal with high call volume. But by taking proactive steps to mitigate the issue ahead of time, you can set your call center up for success and prevent high call volume from ever becoming an issue.
Create Reliable/Backup Systems
Experiencing any kind of downtime will mean high call volume once you’re back up and running. That’s why you should do what you can to ensure all of your necessary systems run as smoothly as possible. Installing a generator can help you shrug off any power outages coming your way. Conversely, working with a reliable and proven local Internet and phone provider makes it less likely that you’ll deal with any technical issues outside of your power.
Create FAQs and Knowledge Bases
You can reduce your call volume by giving users another place to go, like online web portals filled with information or FAQs on your site that repeatedly address some questions you’re seeing. Many customers will look to your online presence first anyway and prefer to deal with the problem on their own, so you can help prevent many of your customers from getting frustrated. Sometimes, people just want to take care of an issue on their own and don’t want to have to pick up the phone.
Take Advantage of Chatbots
Chatbots must be implemented correctly to succeed, but they can take the burden off your agents. Just make sure to give your chatbots a natural cadence and are constantly updated with the latest and greatest information available. You also want to keep an eye on how customers react to it; it may be the case that every customer reacts to one chatbot prompt similarly, so you could cut a step out and help customers get to where they’re going faster.
Spread Out Your Channels
Don’t just rely on your phone lines. Use live agents across social media platforms or your website to help people get what they want quicker. Giving people more places to reach you also helps empower them to go where they feel most comfortable, giving them a better experience overall.
Experience the Benefits of Call Center Services from TeleRep
Whether you need help with an inbound call center or an outbound call center, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.