What are the best practices for providing customer service during peak periods in telecommunication services?

In my experience, one of the key points to be efficient, is to educate your customer in the urgency of the problem. Explain them previously that, if the problem is a bit complex and not critical, a quick solution will be a band Aid, but if the have patience, the proper group of experts will be able to analize the situation, the origins and gave a much deeper solution that will avoid the problem to appear again. Sometime firefighting the problem without thinking, only will derivate in recurrent situations that will have more impact in our customers business.

Podemos ter contratos com prestadores de servi?os que possam alocar recursos humanos ou materiais para atendimento emergencial aos picos de demandas.

I am a firm believer in one call resolutions, when possible, so customers are satisfied and won't have to call back in frustrated because their issue was not resolved. I also believe in quality over quantity, if possible, depending on the employer.

For essential services such as Telecommunications services,it is important to plan ahead for a peak season when everyone else is celebrating and is on a holiday and for this truly one needs a diverse mix of human resources in the team for instance in India,for Diwali ?? most Indians are on holiday , we make sure we have diverse set of communities in our team to provide seamless and efficient services during festivals and holidays. Another aspect we look at his network augmentation of capacity and more diverse routing

During peak periods, I have found prioritizing tasks helps things go more smoothly. I have also found telling customers that due to a high volume of calls, it may take a little longer than expected to provide a resolution.

Defina as prioridades e identifique os profissionais com competências e habilidades para liderar ou executar as tarefas que foram planejadas.

Priority is the crucial factor, a customer might need to get the connection today for some special occasion for her or himself but if the provider can't deliver the service, the customer might not or have a mind to interract with the company ever again. Human minds are complex, therefore provider must prioritise the tasks atleast a year ahead.

Utilizando a matriz SWOT como base, desenvolvi processos estratégicos para lidar com momentos de crise. O mapeamento detalhado de pontos sensíveis que podem comprometer a opera??o coloca-me um passo à frente em situa??es críticas, permitindo uma abordagem proativa e eficaz diante de desafios.

Don't forget about live chat as an option for your call center. The human touch can be very important in great customer service interactions. Remember your call center folks are often the only representative of your organization your customers with interact with between turn-up and disconnect. I real person with the right training and tools can be a true mark of distinction for you. In a live chat environment, agents can handle multiple conversations and can deflect calls (and related expenses) from your voice agents. Canned messages, AI agent assists and quality reference materials will all help you use this technology wisely.

One thing I have found helpful is Online self-support this involves Providing customers with online resources such as articles, troubleshooting guides, and mobile apps to help them solve their issues without contacting a service representative ,this can save time for both customers and agents

A rede de atendimento deve possuir tecnologia para ter a condi??o de fazer escoamento de tráfego por outras rotas quando houver algum congestionamento.

Durante eventos massivos, enfrentar problemas na rede é apenas uma parte do desafio. Lidar com a avalanche de contatos de clientes em busca de informa??es e prazos é igualmente crucial. Um aliado valioso nesses momentos é um portal de status de servi?os, mantido em tempo real pelo call center, e um sistema de chamados estruturado para responder eficientemente a grandes volumes de demandas.

In my experience, many customers who are frustrated just need to vent. Many who start the call annoyed or even irate are usually calm if not actually happy by the end of the call because I would listen and empathize with them.

Sometimes when a customer is annoyed and wants to vent out, I try to pretend to be one of his/her colleague rather than a vendor/provider so that- 1. he/she confides in you in a better manner. 2. you get to understand the issues/criticality and empathize in a better way, being in his/her shoes.

Os prazos de atendimento devem ser monitorados e revistos para que as informa??es sejam confiáveis aos clientes. Em caso de impedimentos no cumprimento dos prazos deve adotar uma comunica??o ativa sobre o andamento do atendimento para evitar novas reclama??es fos clientes.

Compreendendo a significativa necessidade do cliente por informa??es e prazos claros de retorno dos servi?os, estabeleci uma abordagem empática. Diferenciando-me pela abertura de um canal para que os clientes expressem suas preocupa??es, além do suporte técnico, introduzi uma área de qualidade dedicada a interagir especificamente com clientes mais insatisfeitos. Essa iniciativa visa n?o apenas atender, mas superar as expectativas do cliente, fortalecendo a confian?a e a satisfa??o.

Todos eventos de pico s?o oportunidades de aprendizado sobre seu desempenho e equilíbrio emocional. Nesses momentos suas competências e atitudes s?o colocadas em prova.

Not easy one… in my opinion we should use historical data to predict peaks for expected periods/situations and this is mostly associated with a good plan on staff - if it’s related to sales we should increase the answer capability if it’s operational/field we should have field teams ready to solve issues. In parallel both teams should be in contact close in order to provide the best feedback to customers and be able to manage expectations. Aside all this they need to be constantly on training, knowing how to work with technical tools, how to communicate and log everything.