Increase in call volume: adaptation strategies for call centers

2020 has changed all of our digital and live interactions, and voice services have been affected as well. As our opportunities for face-to-face communication are limited, phone conversations are becoming more important for customers and companies alike. The growing demand leads to an increase in call volume, and call centers need to be prepared to take on new clients and projects to stay relevant as a business.

An optimization strategy will help cope with the coming workload while maintaining performance efficiency. Call centers can utilize the best available software to keep up with the changing environment without expanding staff or allocating extra budget. Here are four steps for adapting to traffic increases in the post-pandemic world.

Inbound call center: better customer experience

While most client-oriented businesses have call centers, there is no universal formula that could be applied to each inbound use case. A winning approach starts with getting your performance metrics under control, but it does not end there. In the constant race to answer calls faster and resolve most of them successfully, you may be lacking resources for regularly coaching agents and correctly interpreting call content.

Introducing the right workflow automation tools can help by providing the time and resources for deeper insights into the context of your calls. In this post, we will break down the different components of an incoming call and explore how you can utilize call center software to improve them.

Post-COVID call center outlook for BPOs

The COVID-19 outbreak has affected all of our live and digital interactions, and call center operations are no exception. While most of the market trends were starting to form long before and only escalated with the pandemic, other demands on performance and expectations of BPOs may come as a surprise for those not properly prepared. Read on to explore what the future holds for BPO call centers with customers in the US.

Call center life: dealing with angry callers

Many business professionals will agree that customer needs and satisfaction are top priorities. Apart from the fundamental need to address client concerns, disgruntled client reactions can negatively impact your business’s reputation. So it’s no surprise that you’re in trouble when customers get angry.

No one wants to upset their customer in the first place. But it can, and most likely will happen, so how should you deal with this sticky situation?