A high call volume is when a company has a 10% increase in calls above its usual volume. If you want your call center to thrive, it’s best to utilize the best strategies to handle a high call volume is a must. It threatens your reputation and bottom line when a client or customer is on hold for too long. Some customers are willing to wait, but the truth is that they become frustrated after about two-three minutes. Fortunately, any business can manage high call volume. Here are five ways you and your team can do so.
Hire More Staff
More staff immediately increased your ratio of customer service reps to answer calls. Hiring more staff is a short-term solution that takes care of an increased call volume. For a long-term solution, it’s best to investigate and address the reasons behind the higher call volume.
Forecast High Call Volume
Sometimes seasonal factors or successful marketing initiatives are the reasons behind many calls. If so, you can always take the initiative and prepare by hiring more staff or putting the proper protocols in place.
Enhance Staff Training
Your customer service team should have adequate training to reduce high call volume. One reason that calls accumulate is employees’ inability to navigate particular situations. Your team should feel confident and capable of handling various scenarios. If not, they should know how and who to reach out to ensure the problem becomes resolved quickly. They should also have proper training on how to handle high call peaks in general.
Add FAQs to the Website
Many customers search a website first before calling the company. If they don’t find the answers they need, they call instead and increase the call volume. One of the best ways to create an FAQ section is to ask your customer service team to share what questions customers commonly ask. You can also type the “name of your industry” and “FAQ” into a search engine to see what questions you discover.
Offer a Callback Option
Some customers prefer that companies call them back versus waiting on hold for a while. Customers will appreciate hearing an agent’s voice versus hold music, even if your hold music is upbeat and jazzy.
Contact Delta Intellicom today if you want to ensure that your business phone systems are efficient and at their best.
Phone System Solutions from Delta Intellicom
Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over 20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Facebook, Twitter, and Pinterest.
Tags: call center, call center strategies, call volume, high call volume