Tadiran Telecom Blog
Can Your Contact Center Handle Peak Events?
Written by Gal Ben-Yair - April 29, 2015
Do you quantitatively and qualitatively measure your customer service and support? Is your contact center prepared to handle a sudden influx of traffic? How long do you expect your customers to hold before they talk to an agent? How many times does a customer get transferred before they talk to the right agent?
On top of that, do your managers have access to pertinent data that helps them adequately staff the contact center in an optimal way?
If the answer to either of these questions is no, it might very well be time for you to deploy an industry-leading enterprise contact center solution—or at least run a thorough assessment of your contact center. In doing so, you’ll be able to put your agents—and subsequently your business—in the best position to succeed.
For example, how can you expect your managers to adequately staff your contact center if they aren’t informed of the center’s busiest periods, its abandoned call rate and the average call length? The truth is you can’t.
With that in mind, let’s take a look at how enterprise contact center solutions ensure your business is in a position to handle any volume of traffic:
- Optimal staffing. By knowing when customers call in with the most frequency, managers can make sure that the contact center is adequately staffed for the volume. For example, you don’t want to have 10 agents on the clock on a Saturday night if nobody’s calling in at that time. On the other hand, you don’t want two people answering calls on Monday morning if that’s a high-traffic period.
- Prepared for peak events. The last thing you want to do is launch a new initiative and be unprepared to accommodate the new volume of calls that results. If you expect to sell a lot more of a product following a new ad campaign, for example, you should expect a corresponding increase in the number of phone calls you regularly handle. As such, you need to be sure that enough agents are on duty to prevent caller frustration from being unable to speak promptly with a customer service rep.
- Access to comprehensive data. If you don’t know how many calls your customers are abandoning, how will you know you need to improve your service? Let’s say 20 percent of all callers to your contact center hang up before anyone helps them with their issues. They’re hanging up because your hold times are too long. Without a robust enterprise contact center solution—one that provides real-time information pertaining to abandoned calls, time in queue and the recording of conversations—you might be completely unaware that this is occurring, and one-fifth of your customer base could be extremely frustrated. This has the potential to devastate your bottom line.
- Make adjustments in real time. On top of the wealth of information that robust enterprise contact center solutions provide, is real-time access to that information. This allows managers to deploy resources where they are needed. If, for example, the average hold time for a specific area of your contact center is 20 minutes, you can direct additional agents there to bring that hold time down. While predictable in some instances—like a retailer that sells back-to-school items getting more calls in August than June, or a doctor’s office getting the most inquiries on a Monday morning—contact center traffic fluctuation is unpredictable in many instances. By having access to data in real time, however, you’re able to solve problems like bottlenecks the moment they occur.
- Silent monitoring/break-in options. As a contact center manager, you know how quickly a call can take a turn for the worse. But the good news is that contact center tools help you stay on top of all calls. With silent monitoring functionality, you’re able to listen in on your agents’ calls in order to make sure they are going according to plan. When you feel as though you’ve got to hop on the line to extinguish a heated situation, industry-leading contact center solutions also provide break-in options which mean that you can be silently monitoring a call and all of a sudden hop on the line and save it. Thanks to call recording features, you can then coach and train your agents following the interaction to show them where they could have improve their performance.
Customers aren’t going to alter their lives to accommodate your contact center. As such, you need to modify your contact center to accommodate them. If you’re not gathering actionable data and making changes in real time, you’re losing clients.
For help on enhancing your customer satisfaction statistics and fine-tuning your contact center, click here.