5 Ways Contact Centres Can Manage Rising Call Volumes in Pandemic!

1. 5 Ways Contact Centres Can Manage Rising Call Volumes in Pandemic! Go4customer UK

2. A pandemic or a natural disaster can hit anytime and it is the responsibility of every business to prepare itself for every adverse scenario. If we talk about COVID-19 that has landed the world into an economic crisis, it highlights how important it is for every business to be prepared for the worst. • Nobody knows when a natural disaster might make it impossible for the agents to attend office and for the organization to survive. In such a situation, only those companies keep on offering efficient services that have flexibility in their work. Pandemic or natural disaster

3. If we talk about call centre companies, they are been vastly affected by the Coronavirus pandemic. Since call centres work on manual-based services and require agents on-board to handle incoming and outgoing calls, thus any disaster or pandemic will hit the company hard with the unavailability of staff. • After the pandemic, the world will surely look forward to a new way of living, and companies too will change their vision to service performance. • Well, we are talking about the paradigm shift of companies to REMOTE working! Remote Working

4. Well, to ease business performance and handle high rising call volumes easily, we have some tips for contact centres. Here we walk you across the suggestions that contact centres might want to look:

5. Checking out the Possible Issues

6. To manage rising call volumes in a pandemic, outsourced contact centre firms need to analyze the issues first. Why? Well, this is because by analyzing the trends and issues amid the public, it is easy to resolve the same. By doing so much calls will lower automatically. • Companies need to understand the customers so that it is easy to deliver what the caller is looking for and this eventually reduces rising call volumes too. • Companies can also use real-time analytics that helps with alerts where agents get to answer customers more proficiently. In times of pandemic, advanced IVR systems new FAQs based on analytics, and forwarding customers to specific messages that are user-centric can help. Checking out the Possible Issues

7. Adequate Training for Agents

8. At times of a crisis, only those companies survive those have a team of well-trained agents to take care of the business processes. For outbound and inbound call centre providers, it is hard to maintain work efficiency amid lockdown or in a scene of a natural disaster where the agents are unable to attend office. • Nevertheless, a trained agent can help the business when she/he is made available with the right tools. Even in times of crisis, people will need some basic amenities and will keep buying from companies. So, in that case, if you think call volumes will not rise and that a call centre will not have any work, you are wrong. Adequate Training for Agents

9. Remote Working

10. COVID-19 has raised the threat to the jobs of several people and may even lead to the closing of several offices. To fight such a pandemic, it is essential for contact centres to have a pre-planned strategy to fight the threat. • Remote working is been massively promoted today as thousands of people are compelled to work from home in such scenarios. Thus, taking care of the same, even contact centres need to promote WFH. • You must be thinking that contact centres have labor-intensive tasks and they cannot allow work from home facilities. Nevertheless, with the use of cloud-based solutions, even contact centres can keep their work going remotely. • Cloud-based contact centres can function with the help of an internet connection and each agent’s task can be monitored too over a virtual platform. Remote Working

11. Self-Serve Options

12. In times of uncertainty, the user may get frustrated easily when she/he is unable to resolve an issue. In such scenario if your business is unable to provide efficient call support services, you may lose the customer to the competitor. • This is the reason remote working for contact centres is being emphasized seriously. In such times the agents need to have FAQs and tutorials for the customers. This helps to forward the same to the needful when a query is un-resolved on the agents’ end. Maybe self-service can help! • Moreover, at such uncertain times, chatbots can help to answer customers 24X7 and forward these FAQs and tutorials to the users in need. Self-Serve Options

13. Elevate Scheduling

14. Scheduling the right agents at the right place at the right time is vital. At tough times, an adequate agent answering the correct call can earn customer satisfaction, so contact centres should emphasize on optimizing scheduling. • High rising call volumes can worry call centres at times of a pandemic. Nevertheless, outsourced contact centre firms should manage the staff and make real-time adjustments to win over rising call volumes. Elevate Scheduling

15. The End Reference Link: https://go4customer.co.uk/blog/inbound-call-centre/5-ways-contact-centres-can-manage-rising-call-volumes-in-pandemic