You're facing a surge in call volume. How do you adjust your call routing strategies to keep up with demand?
When your call center is hit by an unexpected surge in call volume, it's crucial to have a plan to handle the increased demand. This can be a daunting task, but with the right call routing strategies, you can maintain service levels and keep customer satisfaction high. Adjusting your approach to call routing during these peak periods involves several tactics, from leveraging technology to optimizing your team's skills.
In times of high call volume, prioritizing calls becomes essential. Implement an Interactive Voice Response (IVR) system that categorizes calls based on urgency and routes them accordingly. Customers with time-sensitive issues can be directed to the front of the queue or to specialized agents, ensuring that critical cases are handled promptly. This not only improves the customer experience for those with urgent needs but also helps manage the overall flow of calls more efficiently.
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From my experience, adapting the IVR message to inform customers about high volumes helps manage expectations. Utilizing the Eisenhower matrix for triage allows you to prioritize urgent and important calls. Assigning the right calls to the right agents ensures that skilled agents handle complex issues, optimizing resources. This approach not only keeps up with demand but also maintains customer satisfaction by addressing their needs promptly and efficiently.
Make the most of your team's diverse skill sets by routing calls based on agent expertise. This is known as skills-based routing. By aligning customer queries with agents who have the appropriate knowledge, you can resolve issues faster and decrease the time customers spend on hold. As a result, agents are better utilized, and customers are more likely to have a positive interaction with your call center.
To manage a surge in calls, consider scaling your staffing levels. This may involve bringing in additional agents, offering overtime to existing staff, or utilizing part-time workers. By increasing the number of agents available to take calls, you can reduce wait times and prevent agent burnout. Keep in mind that it's important to ensure all added staff are properly trained to maintain service quality.
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From my experience, there are 2 situations. During predictable peaks like seasonal rushes, optimizing schedules and staffing levels ensures sufficient coverage. For unpredictable surges, flexibility is key—team managers should swiftly adapt schedules with agent collaboration and in compliance with labor regulations. This approach not only meets demand promptly but also maintains morale and operational efficiency in dynamic call center environments.
Utilizing call center technology effectively can greatly improve your ability to handle high call volumes. Explore options like call-back technology, which allows customers to request a call back when an agent becomes available, instead of waiting on hold. Additionally, ensure your Automatic Call Distributor (ACD) system is configured to distribute calls efficiently and evenly among agents.
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From my experience, utilizing advanced platforms like Genesys allows for precise Erlang distribution, ensuring calls are routed based on agent skills and competencies. Customizable routing flows enable the creation of specific queues to handle local spikes without impacting global operations. This approach minimizes waiting times, reduces abandoned calls, and maintains high service levels, crucial for upholding customer satisfaction and operational metrics in dynamic call center environments.
Analyzing call volume trends is vital for preparing for future surges. Use historical data to identify patterns and predict when high demand may occur. By understanding these trends, you can adjust your staffing and routing strategies proactively, ensuring you're always prepared for spikes in call volume.
Cross-training your staff can be a game-changer during periods of high call volume. By training agents to handle a wide range of issues, you increase your call center's flexibility and resilience. Cross-trained agents can step in when a particular area is experiencing a surge, providing much-needed support and keeping service levels consistent.
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