Overload solutions

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:

• reroute calls to other contact centers where it’s less busy
• ask callers to leave their number and be called back later or receive a text message when it’s less busy
• give certain callers a VIP-status so they can bypass the queue
• enable customers to hang up but keep their place in the queue and be automatically reconnected when they’re next inline

These new IVRs are based on conversational AI . Conversational AI is used in techniques such as speech-to-text routing, chatbots, and authentication via voice instead of keypresses. Voice and chatbots can assist multiple customers simultaneously, reducing wait times. Additionally, you can easily set a maximum wait time and offer customers automated options to be called back later or be referred via SMS to a webpage with relevant information.

With a solution like advanced call distribution , you optimize the incoming call flows to your contact centers worldwide. You can easily combine routing plans so that calls are distributed in the most effective way, without needing assistance from your own IT department. Quickly and effortlessly. Any type of routing can be combined.

This helps you with:

• Maximizing the accessibility of your international contact centers
• Increasing the efficiency and productivity of your customer service
• Improving the customer experience

Do you work with multiple (external) contact centers? Then Cruise Control is a tool that makes the lives of your contact center managers much easier. This API seamlessly integrates with your (external) contact center statistics. With Cruise Control, incoming calls are dynamically distributed in the most effective way. The best-performing contact center receives the most calls, all without any human intervention. Flexible and fast.