Do you know how many people have been trying to reach you? Or do you only see the ones that reached your system or platform?
Just recently one of our clients was happy to see all his agents and lines where busy as there was a sale going on. Not knowing that almost 30% of the calls were abandoned due to insufficient capacity.
Such situations might call for peak-time solutions to alleviate the stress and to ensure your customers are taken care of. So far, so good. However, would a more precise forecast help you next time to manage your inbound calls more efficiently?
We think so. Your operational decisions should be based on data, not on best guesses. At Sound of Data, we introduced online tooling (aka Gearbox) to assist you in making the right decisions.
Having a complete overview will help you with scheduling and forecasting. You can foresee peak hours and idle time. Mst of all, you will be able to meet the customer’s needs: answer his question as quickly as possible.