How can you improve call center response times during peak periods?

In the world of management, they often demand we hit targets but are reluctant to provide the necessary resources. It’s a bit like trying to build a skyscraper with popsicle sticks. But here’s a practical idea: after forecasting volume, pinpoint the “why.” For instance, in my experience, peak times were caused by disconnections due to non-payment. We shifted these contacts to WhatsApp with an automated bot. It worked wonders, reducing the volume. As the saying goes, there’s more than one way to solve a problem.

To improve call center response times during peak periods professionally, consider implementing a few strategies. First, optimize staffing levels by forecasting call volumes and scheduling agents accordingly. Implement efficient call routing and prioritize high-value calls for immediate attention. Provide agents with training to handle various call types and ensure they have access to up-to-date information and tools. Additionally, use queue management systems to keep customers informed of wait times and offer callback options to reduce hold times and enhance the customer experience.

During peak call volumes, call centers can experience longer wait times and lower customer satisfaction. To improve response times, Here are some helpful suggestions to try out: 1. Update the IVR status message and redirect calls to a self-help facility. 2. Plan ahead by sharing information about peak times with representatives and making forecasts. 3. Allow occasional breaks for Agents. 4. Simplify service processes and monitor representatives. 5. Explore cloud-based platforms and remote representatives. I hope these tips help improve your call center's response times during peak periods.

Hands on training of new agents, not just theoretical training is imperative. If agents can touch and feel their way around the system, get to "play around" with it, they will inevitably discover new ways to find information quickly and relay that information back to the customer quicker thus reducing the average hold time for the next caller, AHT and improve Service levels drastically. Coaching also plays a major role especially if said coaching is done by someone knowledgeable and whom the agents respect having proven themselves on the floor before being promoted to a coaching role. Coaching does not always have to be done by a supervisor or a trainer. A normal agent who is good at resolving a particular query can also do coaching.

With the rise of Ai in 2023, call centres can certainly reduce the load by looking at how they can reduce call volumes by identifying which queries can be solved with the use of smart Chatbots for example. Multichoice has done this very well by introducing WhatsApp to get things like balance enquiries and clearing errors automatically without needing to call the contact centre. Ai is definitely something call centre managers can look at to help streamline service, reduce service levels, improve first call resolution which will all lead to improved customer satisfaction which is the ultimate goal of any call centre.

One of the most effective ways to measure performance is through customer satisfaction surveys which Discovery does extremely well. Customer get to give their feedback each time they interact with the agent and give their rating of how they found their interaction. The good thing about surveys is that you can ask the caller to rate every single aspect of their experience with your call centre and then use that feedback to identify arrears of improvement.