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.