There are often times in our lives when certain things get out of our hands and give us a good run.
The same goes for a call center business as well.
One such thing that often annoys such businesses is an increase in incoming call volumes. This can be due to customer complaints, technical issues with your product, etc.
Having fewer staff members during these high-call scenarios is the last thing you would want.
So, how can you tackle this situation?
What are the methods for handling times of high call volumes? Well, no worries, as today’s blog post will shed light on it, helping you work on the situation. Without any for the delay, let’s jump in.
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What Is A High Call Volume?
High call volume is basically a scenario in a call center when agents get a sudden increase in their calls and sometimes become unable to handle them.
Failure to handle those calls can sometimes lead you to lose potential clients and revenue.
5 Reasons Behind High Call Volume
Some notable causes of sudden high call volumes are:
- Service interruptions
- Seasonal activities
- Customers getting long hold hours
- The outcome of a marketing campaign
- Natural disasters
5 Signs To Identify High Call Volume
Some notable signs prior to a high call volume event are:
- You have a service maintenance ongoing.
- You have a shortage of staff, or your staff are on holiday
- Your organizational flow just got a fault
- Agents are unable to deal with the increased inbound calls due to system failure.
9 Effective Methods To Manage High Call Volumes
Now let’s check out the following simple yet effective strategies that can help you deal with increased volumes of inbound calls:
1. Allocate Agents Wisely
You should make the allocation smartly so that there’s a balance in all the departments and in all the operations.
Find out if you are facing an understaffed situation because this can lead to large call volumes. And you might not be able to handle them.
You can also hire more skilled employees to serve your leads. This will ensure you aren’t running out of staff and your customers aren’t getting large hold times.
2. Klozer Provides Interactive Voice Response
We all are fond of services that come up with a combo of solutions.
IVR is just one of them.
Be it a customer service call, technical support call, or any query regarding your product, IVRs can easily handle them. IVR can help you in two ways:
- They can route calls to the designated department.
- They can also provide automated support if it matches with the pre-saved cases.
So, they are definitely an effective method for handling huge call volumes.
3. Klozer Offers Effective Callbacks
Callbacks give your clients a gentle reminder that you care about their communication. Also, it’s a general fact that your clients will definitely prefer a call back over staying on hold.
So even if you fail to handle their call or serve them, you still have a positive impact with that callback service.
This saves time and energy for both the parties and also increases customer satisfaction rate.
4. Live Chatbot To Help Clients
This is yet another effective measure to help you handle high call volumes. This is where you will offer a live chatbot to your leads.
You can also allocate live employees for this online chat responsibility. They will assist your clients quickly while having a positive impact on your sales.
Live chats can indeed help you save time and energy in communication.
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5. Contacting Clients While They Are On Wait
It’s often a great approach to check on the clients who are on hold, especially those who’re waiting for a longer time. This will also minimize their frustration and will give them an assurance that they’ll get the service soon.
6. Provide A Comprehensive Knowledge Hub For Customers
Who doesn’t love solving the problems on their own?
Everyone does right!
The same goes for your leads. So, To make sure that they aren’t calling for a common problem, you should create a detailed knowledge hub.
This will help your clients get self-service. Create a list of common problems and potential problems that users might experience. Then, provide corresponding solutions to them.
Also, provide a comprehensive guide on how your service works. And that’s it! Your clients are good to go to handle their problems on their own.
7. Optimize With Automation
Come on, it’s the era of artificial intelligence! If you aren’t optimizing it in your work, your business is still outdated.
This automation can literally help you save time and handle those high call volumes as well.
Automate your common workflows like meeting scheduling, follow-up email sending, pre-scheduled posts, and filtering out customer data. This will help your sales representatives get less pressure from work and help them handle more clients’ problems over the phone.
8. Optimize Operations Using Other Channels
Let me just tell you one thing for a fact.
According to a recent study, 66% of customers are known to use a minimum of three different communication mediums for business.
That actually shows that clients nowadays are eager to get service from different platforms.
And that can just be your key to handle large call volumes. Encourage your clients to join you on social media, emails, or live chats.
Provide your technical support and help via these different mediums. That’s how you can reduce the sudden increase in call volume.
However, you should ensure that all these platforms are integrated into your CRM so that you don’t miss out on any important information.
9. Providing Call Queues
It is yet another facility that will help minimize the frustration of your clients while they are on hold. This is because call volumes will only increase when customers aren’t getting service on time.
Call queues, in this case, let your client know when they will be getting the service.
So they won’t be sitting in a place waiting to be served when they learn about their serial. Also, call queues ensure that every call gets addressed, Providing them with:
- The option to exit the line
- Request a callback or
- Wait with a greeting tone
This will also help you minimize the increased call volume, enhancing customer experience.
FAQs
What Is Call Handling Time?
It is a measure of the time that an agent takes to resolve a customer issue. It includes the overall talk time and any after-issue-resolving talk time.
How Do I Reduce Call Center Call Volume?
- Be present on more communication channels.
- Invest smartly in self-service options.
- Find out the root cause of call volume and plan a solution for it.
Wrapping Up: Methods For Handling Times Of High Call Volumes.
So that was all of it from us today on the blog post methods for handling times of high call volume.
We hope that with our finely curated methods, you can now easily handle your increased call volumes.
If today’s post has helped you with something beneficial, don’t forget to share your thoughts in the comments below.
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