1. Organize self-service resources
Two-thirds of customers claim that a business’ most important service for customers is valuing their time. Self-service options and resources save customers from long waiting times. These include:
-A comprehensive FAQ section
Many of your consumers are bound to ask similar questions regarding service updates, product launches, and basic brand information. Reduce such types of calls by having a dedicated FAQ page or creating an extensive knowledge base.
-Online account management systems
Enabling customers to monitor their account or track payments can minimize the calls you receive. Consider investing in an online account management system to maintain transparency and give customers more control.
-Detailed how-to articles and video tutorials
Empower customers by providing them with useful resources like webinars or video tutorials. Share infographics, slideshows, or how-to articles that let them solve minor issues independently. Self-service resources save customers from spending a long time on hold, and customer service representatives can attend to more pressing calls.
2. Explore omnichannel technology
Nowadays, customer support is available on channels such as social media, email, and live chat. Opening multiple channels helps redirect customers and prevents them from clogging your phone lines.
Use social media to post product updates or service interruption notices. Enable live chat on your website, and use chatbots or have a dedicated staff for social media messaging. For non-urgent concerns, encourage customers to send queries through email.
3. Optimize your team’s schedule
Data and previous reports on the occurrences of high call volumes can help you strategically set your team’s schedule. Optimize your workforce according to the common issues brought up during an inbound call surge. With more agents on deck, your team can accommodate more customers efficiently.
Start by evaluating analytics to spot trends on increased demands. Then review your team’s work schedule. Check if there are enough people to handle call volumes, especially during peak demand hours.
4. Automate your team’s workflow
Rerouting customer calls according to your agents’ specialties or knowledgeability can lessen the waiting time. Consider every agent’s field of expertise and assign each one with specific issues to address.
Automate workflows using automatic call distribution services or interactive voice response systems. Other useful tools include automated ticket routing, pre-written email templates, and data management. These unburden your team of repetitive tasks and boost their efficiency.
5. Outsource your call answering services
Answering every ring of the phone is no easy task. No matter how optimized your schedule and strategy are, your team can be pushed to its limit. Relieve the pressure of call answering by outsourcing call answering services. Consisting of experts, a call answering service can efficiently handle different call volumes and provide a quality customer experience.