When you work in a call center, an unexpected spike in call volume can quickly become problematic. If these spikes are not handled properly, customer loyalty can be lost.
While many call centers expect spikes during particular times of the year (for example, the holidays), there are some increases in volume that cannot be foreseen. Perhaps you’re a retail company and a piece of your clothing was recently featured on a celebrity and now everyone wants their hands on it. Or, you might be a bank dealing with a major data breach. Alternatively, a car company who recently announced a recall might receive a high volume of calls from owners of the model in question.
The good news is that there are many ways a call center manager can prepare for the unexpected. Let’s take a look at a few strategies that can be implemented when an unexpected surge in volume occurs. With these tips, and a few deep breaths, you and your team will be back on top of things in no time.
Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.
Almost every contact center has to develop a strategy to deal with spikes in call volume. For some, spikes are a regular part of their traffic pattern. For others, spikes are unpredictable. Either way, the approach you take to deal with having more calls than you can handle says a lot about your company and – more importantly – sends a strong message to your customers.![Why Call-Backs Are Important for Every Contact Center [Webinar]](https://fonolo.com/wp-content/uploads/2017/04/Why-Call-Backs-Are-Important-for-Every-Contact-Center.jpg "Why Call-Backs Are Important for Every Contact Center [Webinar]")
Over the past few years you’ve no doubt heard about the advances in call-back technology, but do you truly understand the ROI and how dramatically it can benefit your contact center?
The standard impression of a call center workplace is quite negative. Professionals might describe it as dull, boring, and monotonous. But the truth is there are ways we can make the contact center a fun and lively place to be! Sometimes a quick change is an easy way to increase motivation and productivity throughout your organization. Are you ready to take on some new ideas?
