Having to wait in long lines causes many customers to complain and becomes a concern for contact centers.
So what can Contact Center do to solve this situation? Here are the opinions of the experts:
1. Limit vacations during busy times
“We do not have a day off at busy times and often have an agreement with our superiors about overtime to limit the delay in work. Overtime is agreed with employees because they understand that is the time when the company really needs human resources. We also proactively contact and notify customers before the end of the year to reduce the number of calls” – Victoria
2. More important information in waiting message
“When we become aware of the cause of the sudden increase in calls, like during tax season, we will add a message during the hold time and it will most likely answer customer questions, eg on what date the tax forms will be sent” – Donna
3. Use callback software
“Call waiting has always been the most complained about in contact centers with more and more studies showing its negative impact on both business and customers.
The solution to this problem is to use software callbacks. The caller can decide to take the time to wait for the system, or vice versa, the system will wait while the client handles day-to-day tasks. With callback software, the system will call back when it’s the customer’s turn or at the time chosen by the customer.
Solve the waiting in line in Contact Center
Redialing significantly increases answered calls and reduces the rate of unanswered hang-ups. That means customers won’t consider other providers or abandon their intentions altogether.
Callback increases call center productivity by reducing peak times. It also reduces frustration for both parties. With customers they feel more comfortable and happy to be called back. With agents can calmly assist and answer customer questions more accurately without having to say countless apologies and explanations.
A Forrester survey of 1500 customers found that 75% of them would choose call waiting because it gives them a sense of importance and control.
The only problem with using software callbacks is how quickly does it happen and what if it doesn’t? When the callback is not within the requested time frame, there is an unhappy repeat call from the customer.” – Richard Farrel
4. Flexible working time
“We allow operators to work flexible hours so they can come in late or leave early and make up for other times. That’s advantageous because we have more agents on duty during peak hours. points, agents benefit from working in flexible hours” – Nicola
5. Make accurate predictions
If your call prediction is too low and the staff count is too small, calls will have to queue. Conversely, if your assumptions are too high and the number of employees is too large, operating costs will be high. Or assume your forecast is correct, but your employees are affected by illness, work burnout, meetings, rule violations, etc.
How do you balance cost and efficiency to make sure your customers don’t have to wait or your employees aren’t idle? To calculate the number of kernels we need: call count, processing time and service level assumptions with the Erlang C formula to consider random incoming calls. The results will show us how many employees we need for a period of time after all the flaws have been eliminated.
6. Calculating staffing requirements
Knowing how to calculate staffing needs helps us understand what factors need to be considered in order to manage customer waits.
Start profiling a day’s, or daily, call flow with call intervals (15 minutes, 30 minutes or hourly) to pinpoint exactly whether there are the busiest or most idle times of the day. day. Compare actual calls in a day with predictions to decide, plan and identify contingencies. These experiences need to be shared with the planning, production and marketing teams
7. Combine calls and emails
Not enough staff to handle all calls? Coordinating agents during peak demand can be a cost-effective way to minimize queues and make the most of resources. It is not only a combination of calls but also can be combined with email, web chat, Facebook and Twitter.
8. Simplify the computer screen
Agents need quick access to relevant data and that can be done using a knowledge-based system on a computer screen. Too many programs installed on the desktop can be confusing, but today’s successful contact centers are still using products that streamline business applications and streamline the desktop environment. different properties. This also reduces call and queue times.
9. Make a list of “I don’t mind”
In my Human Resources and planning department there is a list of “I don’t mind”.
It’s a list of employees who can work overtime/half-hour lunch, and are comfortable with short-term changes to fit business needs, such as unexpected events. This list is very valuable to us
10. Automated phone service to reduce queues in the contact center
“With automated phone service, customers can participate in a self-service trading session through an online mapping application in addition to customer service steps This reduces the number of calls that contact center must do.
Starting with IVR, it allows customers to be visually guided through self-service interaction and directly interact with the system to solve their problems without the hassles and limitations of the IVR system. sound/voice.” – Jacaca
11. Remove Potential Problems
“In a customer service environment, understand the root cause of incoming calls. Then work from the problem down the line, eliminating the potential problem. It’s the best way to reduce it. queuing rather than trying to manage it” – Lain
12. Connecting Callers to the Right Counselors Right the First Time
Instead of responding to customers and then figuring out what they need, use the information you already hold about them to provide personalized preferences, thereby getting people directly who can assist customers. By reducing call forwarding, agents can handle new calls.
13. Employee Rotation
“Keep employees interested and excited at work by rotating them in the contact center. This helps retain agents as they learn new skills, and allows them to use more skills during peak hours.” – James
14. Captain Joining the Calls
“We try to get the school teams involved when there are a lot of calls on hold as well as a long wait.” – Francois
15. Multi-skilled telemarketer
Train agents to be multi-skilled telemarketers in their spare time to ensure that agents in other fields can handle the incoming calls when the volume is high.
Nguồn: Callcentehelper – Tin tổng hợp