Your organization acquires a new company with a limited call center technology use twenty years. Or maybe it’s your own business, where the problems that appeared under a year ago have snowball until faced with epic waiting times , staff stressed and angry customers . You need to fix the problem now, but where do you start ?
Develop a comprehensive action plan
Although it may be tempting to do something immediately, it is important to take the time to evaluate your options and come to a real solution. Emergency actions tend to involve simply throwing money or technology to the situation and hoping that it works by itself. Then in six months, you are faced with the same problem. Everyone is anxious to get the problem solved , but the time invested in creating a strategy will lead to a balanced , affordable and effective response.
Of course , technology helps , but you have to find the right kind of technology. Call center software allows you to analyze the current situation and monitor the success of future changes is an essential tool . However instead of just picking software , finding a qualified service provider that backs its technology with advice and training.
Once your new call center software is installed and integrated with the phone system , analyze call traffic and look for patterns . When would increase traffic ? When is it decreasing? See wait times , but also look at the dropped calls to give you an idea of how long a queue of customers will accept. Some industries require an immediate response , while others will tolerate a bit of time in a queue.
Reports software for call centers can be surprising . You may notice that always calls for peak Tuesday. Why? Never mind. If you consistently see increased traffic gets on Tuesdays , you can plan staffing accordingly. Once you see the patterns and bottlenecks , you can begin to develop tailored for your specific environment communications solutions.
Let people know you are addressing the problem
Do not hide from the situation. Your customers and agents already know you have long wait times , so admit that he is not giving any secrets. Recognizing the problem can cause people to become involved less stressed about it.
Involve staff in the planning process . Keep them informed of the long-term plan to improve operations of the department and give them regular updates. Include electronic boards that are related to call center software so that agents are aware of the changes in call traffic . As you see progress be less frustrated with the situation.
Apologize to customers angry about the long wait times and ensure they are making changes . Consider offering a symbolic gesture , as a rate of time discount or a gift for your patience. Recognize and sympathize with your frustration will help you maintain positive relationships at a difficult time.
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