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

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

• Go4customer UK

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Pandemic or natural disaster

• 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.

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Remote Working

• 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!

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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
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Checking out the Possible Issues
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Checking out the Possible Issues

• 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.

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Adequate Training for Agents
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Adequate Training for Agents

• 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.

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Remote Working
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Remote Working

• 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 agents
  task can be monitored too over a virtual platform.

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Self-Serve Options
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Self-Serve Options

• 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.

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Elevate Scheduling
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Elevate Scheduling

• 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.

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The End

• Reference Link https//go4customer.co.uk/blog/inb
  ound-call-centre/5-ways-contact-centres-can-manage
  -rising-call-volumes-in-pandemic