When temps (and call volume) go up, service can't go down

It’s a hot topic - the summer heat! When the temperatures rise, that also means call volume for the home services industry is on the rise as well. So how do you manage those high call volume months and still provide the most stellar service to your customers??

It’s simple: planning.?

You must plan for higher volume and ensure you have systems and processes in place to manage that volume.

That’s why we use the CallPoint Priority Codes (CPPC) system.

Our customized system - CallPoint Priority Codes (CPPC) - allows us to ramp up and down at a moment's notice. Our leadership team monitors various performance metrics throughout the day such as service level, average speed of answer and overall call volume, and then moves the team in and out of GREEN, YELLOW and RED code levels based on established guidelines.

How does the CPPC work?

• When we are in CODE GREEN, it’s business as usual with no changes to our standard processes. We’re aligned with our service level goal of 85% or higher.
• When we have a higher number of calls in the queue and a lower service level, we move to a CODE YELLOW and implement specific procedures that include ceasing all off-phone activities and strict schedule adherence for our team.
• If the call volume increases and our service level drops beyond our Code Yellow thresholds, we move to a CODE RED. This is our “all on hands on deck” level and involves ceasing all activities that increase handle time with calls, adjusting breaks and lunches, implementing overtime and calling in additional support from leaders, support team members and off-duty agents.?

What happens when the CPPC isn’t enough?

There are times, even with the best procedures in place, where we don’t connect with customers in time. That’s when we utilize a call-back process to capture as much of those “missed” opportunities as possible.

At the end of the day, planning is key to any successful call center. Being able to pivot - respond and adjust as needed when best laid plans don’t go as expected - is important. How a company keeps service levels up even when things are breaking down, is where a successful call center shines through. That’s why when temperatures (and call volume) are heating up, so are our alert levels at CallPoint.

What processes have you seen that help ensure great customer service?