While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study, consumers’ top two complaints were:
- Having to contact customer service multiple times; and
- Being kept on hold for too long.
This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Expected spikes can be a result of seasonality and promotional events, and unexpected spikes can stem from product recalls or natural disasters.
Regardless of the cause, spikes of this magnitude present very real challenges, from increasing and decreasing staff capacity in a short time frame, to training new agents. What sometimes gets lost in this conversation is the management of increased customer dissatisfaction caused by the aforementioned hold-times. Maintaining a high standard of service may seem nearly impossible when call volumes spike, but with the right processes and technology in place, it’s completely achievable.
Are you prepared for unpredicted spikes in call volume?
Call-backs are an insurance policy for your call center: When call volume spikes, your call center can avoid disaster and handle the unexpected traffic with ease. In this one-hour webinar, you’ll learn how call-backs are not only the number one way to manage call center spikes, but can also:
- Improve the Customer Experience;
- Lower Telco Costs;
- Reduce Handle Times; and
- Lower Abandonment Rates.
Learn from Shai Berger, CEO of Fonolo, how call-backs serve and protect your call center during unpredicted, urgent spikes in call volume. Register now!
A sneak peek at a selection of the slides!