The spike in the volume of call is one of the primary challenges that call centers in Canada to face regularly. The crest can be planned or unplanned, small, or considerable, but the problem mainly tackles managers. However, managing the spikes in the volumes is a critical task, due to its nature, the enhance might not be mere 20%, but over three times standard call rates.
Well, the call centers mainly are prepared for the spike in the volumes of call most of the time, such kind of preparation way short of the mark that results in the frustrated customers and unlucky agents at the office.
Handling of Call Spikes
Do you know how the call centers in Canada can handle more than 300% calls in an hour, which can run into weeks or days or more? There are not at all uncomplicated answers, but still, there are several unsurpassed perform that offer critical supervision to the customer service providers that are resolute to deliver outstanding customer service.
Reasons for Call Spikes in Call Volumes
Here is some reason why the call centers get spikes in the call volume:
If a business launches a new product, gifting, or sales pitch mainly peaks in the festival seasons such as New Year and Christmas. However, retail and eCommerce businesses planned to offer seasonal offers. Identically, there will be a spike in the customer’s complaints, service requests, and queries during this time.
These sorts of spikes are generally observed at the time of product launch, shove in the ad spend among extraordinary events like baseball, or due to some unforeseen event.
Proven tips to handle the spike in call volumes are below described.
How to Knob Spike in Call Volumes?
Forecasting is an essential tool that enterprises can utilize to predict the spike. Starting the indispensable necessitate, some managers do not entail and guilt the peripheral factors for the spikes. Having scrutiny with expert methods and tools can assist the manager in hiring and training the individual for analyzation of customer service.
Adequate staffing is the key to offer exceptional customer service, and a great call center team advice to hire seasonal staff or do some temporary hiring to tackle the spikes. The temporary staff needs to be twice as of permanent staff and should be offered complete training which incorporates common call types and processes. This can mainly lessen down the pressure on the permanent staff and reduce the cost of extended instruction.
The other option is a collaboration with the other organization to manage the call spikes. It has been seen that call overflow does not occur at the same time for two or more companies. So, such an organization should have an association of sharing the workforce at the time of call overflow and provide required training and update of process. The other staffing relevant solution to handle the spikes of the call includes training the employees of different departments.
Punctual Handling of Calls
The spike in the calls and long row reflects on not only the heightened interest in business services or products but is also a pointer to need to check the process of the team. Make sure that the team is completely aware of all fresh products, processes, and policy updates. Track the time spent by the agents in resolving the issues of the customers and if they can solve the problem or not. The call center managers need to identify the feedback of the customers, which are mainly requested to offer at the end of the call and act instantly on any shortage.
Integration with Sales Team
The vitality of the call centers in Canada within the company can be understood and more concerning customer service. The close coordination among customer care and marketers need to resolve the issues in call handling while spikes and results in a better approach.
It is essential to involve the customer service team in the planned activities of marketing. This can lend a hand to the team to recognize all potential queries which valour becoming and tackle them in an finest way.
Offer Essential Data to Queue Message
This will work correctly if the reason for spike has been known or predictable. It can be a product update, new process, or temporary issue or defect in service surfaced. Offering the resolution as a significance in row recording can aid in lessening down such spikes considerably.
Flexible Plan of Deployment
An action plan needs to be made to manage the spikes and essential to be executed. For instance, the agenda can secure the exploitation as per the number of the call in the line. Five call means close tracking of the call managing. Ten calls mean meeting cancellation, and 20 call implies the removal of short breaks and training session.
Call Back Technology
The exploitation of call back technology can be a fortunate thing for the management of the doubts of customers well. Typically, it is completed by means of the ticketing technology to facilitate the purchaser to get a callback. At the time of spikes, a call center in Canada can recommend the callers to send an email with some commands, a code that registers kind of query, and the time limit for receiving the phone call. If efficiently used, call back technology hold down the annoyance of waiting in the queue for the customer and propose the desirable time as well as endeavor to grip the complaints.
Outsourcing to Specialized Call Center in Canada
It is entirely impossible to handle non-planned spikes, which comes due to the unexpected popularity of the social campaign, adverse publicity, rollback of the product, change in the stock exchange, and government policy relevant to the produce. Thus, outsourcing customer service to the exceptional customer service provider remains a perfect option for the companies to evade against the dangers along with the spikes in call volume. The professional call center in Canada can handle the spikes and offer valuable customer support services.
At last, in spite of the challenges, the call centers in Canada can acknowledge that the spikes incall is a great thing and reflect the efforts of call center agents. Do you want to manage your call operations? Hire Coracc Technologies and increase the sales of your business.