Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. Or is it?
Tag Archives: spikes-in-call-volume
He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers.
Sparking powerful connections with customers and establishing their ongoing business isn’t rocket science: It’s a matter of having the most dynamic tools in place in your contact center. These tools ensure that customers make meaningful contact with agents whose powers are knowledge, experience, and empathy. This in turn will generate more positive aftereffects than you might initially think.
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo.
On any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.
Although most companies understand this, they continue to leave customers on hold. Brands who value the customer experience know that this is not acceptable. Luckily, with the proper solutions in place, any contact center can effectively deliver high quality service, even in a crunch. Continue reading →
A poor customer experience is something no company can afford to take lightly. Especially since bad experiences are so costly: 62% of customers will actually consider switching to a competitor!
Unfortunately, it’s hard for contact centers to deliver a great experience after they’ve put a customer on hold. Most callers will lose patience quickly, resulting in an angry caller and a frustrated agent. But reducing the amount of time your customers stay on hold will not only satisfy your customers, and make your agents happier, it will also significantly reduce your abandon rates!
Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.
Fonolo offers this flavor of call-back (to a huge variety of call centers), but we also offer a more advanced flavor, one that is rarely part of the built-in version: “Scheduled Call-Backs”. This flavor allows the caller to choose a specific time slot for a future conversation. This small change in strategy is deceptively powerful. In fact, we at Fonolo have come to think of it as a call center “superpower”.
Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand. Dealing with a spike in call volume or a shortage of agents can be detrimental to the call center experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents.
Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios. Continue reading →
Looking for the top conferences to attend this year?
The objective for this year’s CCW Conference & Expo is to strengthen the contact center’s foundation for future transformation. As innovation in the call center space grows and customer expectations increase, this is a mission Fonolo can get behind. That’s why we’re excited to be exhibiting once again at the 18th Annual Call Center Week Conference & Expo, June 26 – June 30, 2017, at The Mirage in Las Vegas.
The CCW Conference and Expo will empower leaders to test, learn and try the next big thing in customer experience optimization. Here’s your chance to see how Fonolo can help you smooth out spikes in call volume, eliminate hold-time, and reduce abandon rates!
Does your company still view the contact center as a “cost” center, rather than a department for improving relationships and increasing revenue? Contrary to popular belief, its estimated that every $1 invested in the customer experience yields $3 in return, and customer service is at the heart of a successful experience. It takes dedication, training, and constant innovation to foster a team that delivers quality care. However, not every department in your organization understands how much effort is required to create an indispensable support team. So, if you’re responsible for the contact center but still need to convince senior management that an investment is needed, start by highlighting problem areas that have a clear path for improvement.
If your business experiences one or more of the following issues, then you definitely have a case for upgrading support: Continue reading →
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?
Find out why an increasing number of contact centers are better handling call-volume spikes, lowering abandonment, and reducing cost-per-call, by using call-back technology. You’ll also hear directly from one call center that seized the opportunity to implement call-backs, and as a result has improved performance and the customer experience. Continue reading →