There are some excessive name quantity spikes you may put together for—like the vacations or a brand new product launch—and a few you may’t.
When you get a sudden spike in calls, it may well really feel just like the sky is falling. Your help group is overwhelmed with calls and struggling not to let it present in buyer interactions.
While there are some issues you are able to do whenever you’re within the thick of it, planning now for these intermittent spikes is the easiest way to set your group up for achievement.
And all of it comes down to doing extra with much less, so you may benefit from finite agent sources whereas bettering customer support.
Let’s have a look at what you are able to do now and sooner or later to put together for unexpectedly excessive name volumes.
1. Dive into the info.
Unexpected name quantity spikes at all times appear out of the blue—however are they actually? Besides the plain and anticipated busy intervals (the vacations, the January return season, and new product launches), different causes may set off your help middle surge.
Look at your name middle knowledge to see if there’s a rhyme or motive to your surges. Do they observe the busy season? Do they occur after new influencer launches? Do they align with faculty semesters?
Even in the event you can’t discover any hard-and-fast patterns, possibly the info will help you with scheduling.
2. Optimize customer support brokers’ schedules.
There’s one thing to be mentioned for strategic scheduling. Poor scheduling could make a standard name day really feel like a torrent. Take a have a look at what time of day your name quantity peaks, and pull brokers from different shifts to cowl it.
More than that, you may get extra granular by scheduling brokers based mostly on their strengths and skills.
Move brokers with sooner decision instances to the busiest a part of your day, and put brokers with a slower, extra methodical strategy throughout your off time.
You may schedule brokers based mostly on their specialties. For occasion, in the event you’re coping with a excessive quantity of returns, be certain your group members with probably the most expertise doing returns are working.
3. Cross-train different employees.
An amazing short-term resolution to name quantity spikes is to have extra employees you may name on to assist. Cross-training just a few group members on customer support means they’ll be prepared to go whenever you want them most.
Call volumes apart, issues occur. A bug can work its approach by means of your customer support group, hiring can take longer than anticipated, the works. Having employees you may name on to assist goes a good distance.
Additionally, cross-training employees from different groups may assist scale back customer support brokers’ burnout. When staff always deal with excessive volumes of calls, it may well take a toll on their psychological and bodily well-being.
By rotating employees from different groups, you may make sure that customer support brokers are usually not overworked and are in a position to preserve a wholesome work-life steadiness.
4. Embrace asynchronous messaging.
Asynchronous messaging (generally referred to as async messaging or asynchronous chat) permits prospects to converse with manufacturers as it’s handy for them. Think about textual content messaging. While you may have a stay back-and-forth dialog, you may also ship a message and obtain a reply an hour or two later.
Asynchronous messaging lets prospects reply at their leisure and offers your customer support brokers some respiratory room to reply questions. Since buyer responses stagger, your customer support brokers can handle conversations with a number of folks—as many as 8 at one time. That’s one thing you may’t do with stay help.
File this beneath the class of “not one thing you may implement whenever you’re in a pinch.”
While embracing asynchronous messaging permits your customer support brokers to deal with a number of conversations directly, you want a runway to implement and prepare your group on utilizing it to the fullest. Managing asynchronous messaging additionally works finest with a robust conversational platform behind it, like Quiq.
5. Take benefit of predictive textual content.
Another benefit of including messaging to your assist middle tech stack is using predictive textual content. If you may’t deflect calls sufficient to lighten your group’s load, then the most effective factor to do is make them extra environment friendly.
A conversational platform with AI-enhancing capabilities can truly make your group sooner. AI-powered snippets in Quiq’s platform, for instance, will help predict responses and supply solutions for brokers to tweak, personalize, and ship off. That approach, as an alternative of trying to find the solutions, customer support brokers at all times have them at their fingertips.
6. Add call-to-text to your IVR.
There’s little doubt that telephone conversations take extra of your brokers’ time than messaging. Although you may’t preserve prospects from making telephone calls to your assist middle, you may encourage them to message.
Most prospects dangle up after being on maintain for 90 seconds, so when your name middle is slammed, your buyer satisfaction charges can plummet. Instead, give them the choice to take the dialog to messaging.
Call-to-text can work by means of SMS textual content messaging or WhatsApp. Customers who don’t need to wait to get stay help can get their solutions by way of messaging as they go about their day. It’ll give your name middle some much-needed aid.
7. Outsource a few of your calls.
When beneath stress, you may at all times search for an outdoor group to decide up the slack quickly.
Make positive you set them up for achievement by placing collectively your finest practices, necessary product information, and insurance policies and procedures. While you could not have time to completely prepare them within the quick time period, they will help in a pinch.
8. Implement a queue system.
Whether you follow calls or add messaging to your customer support characteristic, implementing an automatic (and clever) queue administration system can handle excessive volumes.
Ideally, the system can let prospects know the way lengthy they need to count on to stay on maintain and provides them different choices to contact customer support in the event that they don’t need to wait. This can embrace call-to-text as we talked about earlier, but it surely must also embrace choices like receiving a callback or sending an e mail.
9. Make chatbots part of your group.
Chatbots aren’t going to change your group, however they’ll help it. If you’ve made the leap to messaging, leaning on AI-enhanced chatbots can lighten the load in your group. There are a number of methods chatbots will help you do extra with much less:
- Charge your chatbot with answering fundamental questions: When name quantity is excessive, use your group to reply the extra advanced questions and have a chatbot reply the simple ones.
- Collect data upfront: Chatbots will help collect data and route calls to the appropriate agent to reduce down on service time.
- Walk prospects by means of troubleshooting: If the rationale in your name quantity spike is a product situation, use chatbots to stroll prospects by means of the primary few phases of troubleshooting. If the issue persists, then a customer support agent can decide up the place the bot left off.
10. (*11*) get forward of issues.
Take care of points earlier than they attain your name middle. While you may’t anticipate each drawback and stop folks from calling altogether (nor must you), you may get forward of points.
Sometimes it’s so simple as placing your return coverage in a extra simply accessible place in your web site. Or when a product situation arises, ship emails and outbound textual content messages to deal with it earlier than it blows up your name middle.
Being upfront and clear with prospects will stop a variety of anger and frustration earlier than it will get to your name middle.
11. Scale up whenever you want to.
As environment friendly as you might be, there are occasions whenever you’ll want to scale up your assist middle rapidly. If a quantity spike turns right into a sustained deluge, then it could be time to have a look at the funds and see if hiring extra help is possible.
Manage high-volume calls with Quiq.
Predict high-volume name spikes when you may, and switch to Quiq when you may’t. Quiq’s Conversational AI platform will help you enhance effectivity throughout the board—and particularly throughout busy intervals. Let agent overwhelm develop into a factor of the previous.