We understand your dilemma and we’ve got your back, without costing extra money. For those times demand for your service is too high, we have a back-up solution.
This Overload Solution will automatically be thrown into gear when the system recognizes call volume is exceeding your answering rate. It includes intelligent (re)routing functionalities, call-back features, together with messaging options to pro-actively inform your customer when waiting time is zero. These cloud-based solutions are always compatible. It doesn’t matter what platform or software you use or where you are in the world.
If you have several contact centers active at the same time, how about working with an API that makes a real-time automated weighted distribution of incoming calls across sites based on call center capacity without human interaction. This way your incoming calls are dynamically distributed in the most effective way. And the best performing contact center gets the most calls. This helps you stay on top of the defined KPI’s. We call it Cruise Control. Makes sense, right?
Seasonal spikes can be stressful for customer services. At the same time, they make up for a large part of your annual sales so you can’t afford to lose out on them. If you handle those calls well and beyond your customers’ expectations, they offer a perfect opportunity to turn customers into fans.
To turn an overwhelming inflow into success you will need to be prepared. Our Peak Time Solution and an API like Cruise Control will help you do just that, so you can seize the opportunity. After all: ‘’Success occurs when Opportunity meets Preparation.’’
Need some help managing those calls so you can turn them into a success?
Plan a free call here so you can find out which solution is the best fit.
Editors note: this post was previously published on May 18, 2018, and has been completely updated for comprehensiveness and accuracy.