The problem of long queues is one area where almost every call center has to suffer. The problem becomes a really big issue during busy periods depending upon the nature of the business. It is very important that call centers reduce these long queues and deliver quick and effective solutions to their customers.
Here are some tips that could help call centers in reducing the long queues:
Make Proper Use Of Call Back Technology: When the queues become too long, it might be a good option to provide call back facility to your customers. When customers are holding the line to get in contact with an agent, you should include an option in the IVR that would allow them to request for a call back from your end.
Get A Forecast Specialist: Knowing when you can expect high volumes of calls could help you in preparing for it in advance. It would be ideal to get the help of a forecast specialist who could predict all the coming requirements in advance. One of your experienced managers could also act in this role. Make your preparations in advance for all the coming requirements.
Add Important Information In Queue Messages: Most of the times customers call in to get answers for common questions. If you can provide this information in the queue messages then you can easily reduce the number of calls coming in. This information could be regarding the issue of certain forms, last date for payments or events etc.
Intelligent Routing: Intelligent routing can easily reduce your AHT and allow you to handle more calls. Every customer support call center should have an intelligent routing system that could route the calls according to the skills of the agents and the requirements of the call. Try to get callers to the right advisors in the very first attempt.
Multi-Skill Agents: If you have agents who are skilled in multiple areas then you can even avoid having an expensive routing system. A single agent would be able to take care of issues in multiple areas therefore your First Call Resolution rate would get better. You will be able to provide right solutions to your customers in the very first attempt.
Long queues can easily frustrate customers and such multiple incidents could easily make your customers think about switching service providers. The above mentioned tips would allow you to handle large call volumes thus helping you in retaining your customers by delivering enhanced BPO Customer Satisfaction.
Everybody is different in some or the other way. Some people can do certain things better than others while some are experts in certain areas. If you can judge the strengths of a person then it would be much easier for you to hire them for your business requirements. Customer service is an entirely different field which requires certain skills or qualities in a person. Hire the right people who have the right set of qualities and you will automatically deliver highly satisfactory customer services.
Here are some of the tips that would help call centers in hiring the right agents:
Get Involved: Most of the call centers just throw the issue of hiring at HR department and expect them to hire the candidates. However, this is not the right way. The people who are directly involved with the customer service should take an active part in the hiring process as they have the right knowledge for the task.
The Right Interview Questions: Make sure that you ask the right questions when you are interviewing candidates for agent profile. Ask them what they think about great customer service and how it should be done. Their views on such topics would help you in understanding whether they are right for your contact center or not.
Hire Them for Their Attitude and Then Train them For Skills: Skills can always be developed in a person through proper training. However, you cannot change the attitude of a person. It is the attitude and the way a person thinks that defines whether he is good for a particular role or not. Hire the people with the right attitude for the job and then train them for skills required for the work.
Call centers should understand that their agents are the most important entity for them and without them it won’t be possible for them to deliver any services. The quality of these agents would actually determine the quality of customer support services that you can offer. Making right decision at the very initial stage, i.e. hiring, would ensure that you are able to provide best customer services.
Call Center India is a prominent call center services provider offering world class services to global clients. Our aim at Call Centers India is to provide most effective services to our clients and help them in achieving better results for their business. By taking care of their non-core business activities, we try to enhance the overall performance of their business.
Further, we try to enhance our services on a regular basis so that we are able to deliver improved and enhanced services to our clients each and every time. Here are some of the things that make this possible.
We Hire the Right People: The BPO industry offers many great opportunities to young and budding professionals. However, this also creates a few problems. The major problem is that many people who don’t have any interest in this industry and lack the attitude required for the job also join it. We, at Call Center India, make sure that we hire only the right people who have the right attitude for the job.
Smart and Regular Training: Once we have the people with the right attitude for the job, it becomes much easier for us to train them. We also make sure that our agents are provided the most effective training required for their role. Highly experienced trainers are assigned for their training so that they receive best in the industry knowledge. We work on them to turn them into smart agents.
Most Effective Strategies: We have a highly experienced management team which includes some of the very well known industry experts. Their combined knowledge and expertise of various processes allows us to stay ahead of our competitors and enables successful delivery of top-notch call center services.
Our position in the call center outsourcing industry is among the most reputed and prominent service providers and we believe that it has been possible just because of our enhanced and upgraded services.