Call volume can be unpredictable. Planning for unexpected spikes is key to offering great CX and keeping agents happy, too!
Call volume spikes are inevitable in any contact center. Mondays are busy and seasonal spikes are expected, but just because you can’t predict when they hit, doesn’t mean you shouldn’t have a response plan ready. For agents, call spikes mean job stress, absenteeism, and an increase in employee turnover. And customers who are left waiting on hold can feel like they’ve been forgotten. They’ll remember that.
Call volumes are hard to change, but you can improve the way you manage them! Make sure you have excellent self-service options that are well-monitored and optimized. This includes effective IVR flows, comprehensive FAQ pages and a well-maintained chatbot. Fonolo’s Call-Backs are an excellent insurance policy for your contact center. They protect callers from long hold times by offering them a call-back instead of making them wait on hold. With Scheduled Call-Backs, callers can book a conversation at a convenient time in the future! And Web Call-Backs let you meet your clients on any channel they choose: web, mobile, chat, and more.
Call volume spikes annoy customers and put tremendous pressure on your agents, increasing the risk of agent burnout. This can lead to poor performance, a toxic workplace and high employee turnover: a very expensive problem. Replacing a single contact center agent costs about two months of a typical worker’s pay. But you can support your agents – and your customers – with call-backs. Reduce agent stress, lower customer wait times, and improve your CSat ratings and other KPIs. You’re breathing easier already!
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