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How To Prepare Contact Centre For Peak Times

Contact centres experience busy seasons and increase in volume of calls. Learn how contact centres can prepare themselves for peak times in this ppt.

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How To Prepare Contact Centre For Peak Times

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  1. How To Prepare Contact Centre For Peak Times

  2. Contact centres face a spike in workload during the holidays, intensive sales periods and planned marketing campaigns

  3. There can also be an increase in work due to technical faults, national crisis, negative press exposure, or the company's shortcomings

  4. Let's try and understand how contact centres can prepare themselves for peak times

  5. #1 Collaborate as a team Try and work as a unit. Resource planners, team leaders, and agents need to be on the same page and clear about their roles in peak times

  6. #2 Plan in advance Contact centres should plan on how to handle the surge in calls. Agents should be aware of peak time so they can organise and schedule their work accordingly

  7. #3 Have capable systems Contact centres should check in advance to ensure that telephone lines and hardware can handle the surge in calls

  8. #4 Call queue message on IVR Customers should be warned of long waiting times through IVR messages, offering them options to call back during off-peak hours or provide self-service options

  9. #5 Take customer feedback Agents should ask callers what they can do to reduce the call time. Businesses can implement these changes to make a difference

  10. #6 Engagement activities for agents Contact centres should ensure that agents are not burning out during work and remain motivated during peak times. This can be done by organising fun activities to relieve pressure

  11. #7 Let the customers know The easiest task is being honest with customers. Contact centres should inform customers about the heavier workload. It is the easiest way to reduce unnecessary incoming calls

  12. #8 Deploy cloud solutions Cloud solutions allow employees to work remotely. Agents can use advanced cloud features to improve the efficiency and productivity of the organisation

  13. Overall, contact centres should manage the workload well in advance to ensure the smooth functioning of their organisation, even during peak times

  14. About Us Acefone delivers a cloud-based communication service that ensures the total security of your business data. We offer hosted phone system services that provide seamless communication, CRM systems and help desk software integrations that let you work from any corner of the world. Visit - www.acefone.com/uk/ Call us - 0800-084-3663 (UK) 1888-859-0450 (US)

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