It can happen to the best of us, your customer contact center is overloaded with calls. Way more than anticipated. However well you plan for expected peaks, you can still get caught out by the numbers of calling customers. And even more so when a peak wasn't foreseen. What can you do about it?
The first things that come to mind to handle call overloads are usually more agents and more lines. Or to outsource part of your customer service for special moments when call spikes are expected (hello Black Friday!). The more people you have to answer calls, the lower wait times and numbers will be. Sounds logical. But that won’t work in case of unexpected spikes. Plus what will you do with those extra lines in quieter times?
When things get really busy, a simple IVR saying how many callers are waiting or what the average wait time is won’t do. You need a real back-up plan with overload solutions like:
No more worrying about (un)expected spikes. This back-up plan provides the capacity and technology to ease any overload.
This cloud-based package is always compatible. It doesn't matter what platform or software you use or where you are in the world.
Set up the most ideal combination of solutions well in advance of any spikes. When the need arises, the system automatically implements your specified plan-of-action.
You'll no longer be bound to the limitations of local telecoms infrastructure. And your customers will get through faster, more reliably and with clearer sound.
This back-up plan will help you disperse the workload to where and when you’re able to deal with it.
It stops callers from getting frustrated with you and your brand and running off to your competitor.
These solutions can be prepared in advance. The software can detect a call overload itself and automatically switch on. Or you can schedule a setting in Gearbox for a specific time and date when you expect a peak to occur. This way you no longer have to worry about handling (un)expected call overloads and can rest assured that your customers will not get a busy tone.
Help me manage overloads