Your call center is overwhelmed with high call volumes. How do you maintain quality assurance?
When your call center is bombarded with high call volumes, maintaining quality assurance can feel daunting. However, with strategic planning and smart resource allocation, it's entirely possible to uphold high standards. Consider these actionable strategies:
What strategies have worked for you in managing high call volumes?
Your call center is overwhelmed with high call volumes. How do you maintain quality assurance?
When your call center is bombarded with high call volumes, maintaining quality assurance can feel daunting. However, with strategic planning and smart resource allocation, it's entirely possible to uphold high standards. Consider these actionable strategies:
What strategies have worked for you in managing high call volumes?
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Para manter a qualidade no atendimento de um call center sobrecarregado com altos volumes de chamadas, implemente sistemas de monitoramento de qualidade, ofereça treinamento contínuo, utilize tecnologia para automatizar tarefas repetitivas e priorize o bem-estar da equipe para garantir um atendimento eficiente e de alta qualidade.
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To maintain quality assurance during high call volumes, focus on monitoring key metrics like first-call resolution and customer satisfaction scores. Use call recording and spot-check evaluations to ensure adherence to standards. Provide agents with quick-reference guides for consistent responses and empower them to make decisions to reduce escalations. Use real-time coaching tools to address issues on the spot and prioritize quality over speed, ensuring customers feel heard even in busy times.
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Oh, high call volumes? What a joy. It's like a never-ending game of "Who can drive the call center crazy today?" But seriously, maintaining quality assurance doesn’t have to be a Herculean task. Call monitoring tools are your best friends—think of them as the digital eyes that never blink. They track and evaluate calls, ensuring every “Hi, how can I help you?” is up to snuff. Ongoing training? Absolutely! Because nothing says “we care” like forcing your team to sit through yet another best practices webinar, right? But hey, it keeps everyone sharp and policies up-to-date. Optimized call routing is a lifesaver. Let the machines do the heavy lifting by directing calls to the right agents faster than you can say "customer frustration."
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Utilize each and everything that assists in call management. Offer incentives for the employees. Add remote services. I worked for Avis for 6 yrs total. Part was call center, part was in the corporate accounts cold calling business and then went to existing clients to promote incentives with corporate accounts. In the cold calling I made the company over $1,000,000 in one year. Existing accounts one of my favorites was Mars Candy Co. so I was constantly getting more Mars bars, Snickers, M&M’s etc as a thank you for going above and beyond ❣️❣️
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One thing I found helpful during such times was onboarding additional staff internally to at least ease the tension and manage customer expectations. Another thing was tracking frequent queries and escalating it to be resolved ASAP. Sacrificing break times schedules may also be an option but it depends on individual commitments to serve. Automatic call routing or providing an emergency hotline for each department may also cut down on call trafficking.
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High call volume is a regular phenomenon in a call center. To maintain the quality of the service we can take support from technological invention like bot in the IVR system to serve the customers directly. Now the callers who want to have human touch need to deal with them effectively by: 1. Efficient training to develop good agents to achieve FCR 2. Smart skill set to distribute calls to the right agents 3. AI based software and information searching tools to serve promptly 4. Motivated agents with great empathetic service oriented thinking 5. For Long call, call back process to save customer expense
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