Higher call volumes. Every business experiences them at some point. Whether it’s due to the release of a long-awaited product or a less-exciting issue, such as a problem with a recently released product, every company will eventually experience an incredible upswing in the number of calls they receive.
In truth, there are dozens of reasons why a small business, a medical practice, or any other organization might endure periods of extra-high call volumes. Whether or not the company is able to handle the increase, however, will be all-telling in its customer satisfaction levels.
Here are five ways you can ensure your business is prepared and capable of handling spikes in call volume.
#1: Offer Overtime
Your employees are always looking for ways to earn more. So, when you’re anticipating a period of high calls, offer them the opportunity to make some more money by working overtime. Another option is to offer them bonus time off, such as a floating holiday, for the time spent covering calls. By offering incentives, your employees will be happier and more willing to take on the extra work and your calls will be handled quicker and more efficiently.
#2: Consider a Temp Agency
Partnering with a reliable temp agency in your area will help ensure that you can get actual physical replacements for employees who are out sick or on vacation. This solution is great for filling gaps in coverage or for increasing the number of people available for handling your calls during high call volumes. The only problem is you will have to hire the temps you receive to ensure they understand your business and its unique protocols.
#3: Provide Better Training
The better trained your employees are, the better they will be able to serve your customers. Therefore, training needs to be a priority for every company, but it is even more important when it comes to dealing with high call volumes. Simply put, employees who are better trained are more in control of their calls and thus more likely to provide their customers with peaceful and positive resolutions.
#4: Offer Online Support Options
If all you offer your customers is a phone number to call, then they’re all going to call you. But, by offering other support options, such as email, live web chat, and social media monitoring, you will be able to diversify the ways in which your customers can reach you. This will cut down on your call volume while also providing your customers with a variety of communication options so they can use the one they prefer.
#5: Hire a Fayetteville Answering Service
Hiring a Fayetteville answering service is the complete solution to handling your increased call volume. CallNET has live agents who are on call 24-hours a day, seven days a week, and 365 days a year. And, it doesn’t matter how high your call numbers reach, every call is answered by a live agent within three rings or less. CallNET even offers a variety of other support options, like email, web chat, and social media monitoring, so you can build your customer service platform exactly as you see fit.
Ensure Every Customer is Satisfied – Try CallNET’s Fayetteville Answering Service Today
At CallNET, we help our clients get the most out of their customer service. We offer advanced solutions using the latest in answering service technology. We only hire seasoned call center professionals and then continue their training to ensure they know your brand to the point that they are fit to represent it perfectly. This dedication to quality and commitment to our clients’ needs enables us to deliver the most professional, dependable, and trusted Fayetteville answering services.
To learn more about CallNET’s exclusive “best rate guarantee” or to start a free trial of our award-winning Fayetteville answering services, call us today at 1-800-395-2612.