INVEST IN CONTINUOUSLY TRAINING YOUR AGENTS. PROVIDE THEM WITH ACCESS TO EXPERIENCED AGENTS AND YOUR LEADERSHIP...
COACH’ S CORNER
TAKING ACTION
Now that you ' ve got your numbers in check and a strong team backing you up, the calls keep stacking up, and that timer won ' t let you forget how long your customers have been waiting.
So, it ' s time to take action. Here are a few tips to help reduce long wait times and keep your customers happy.
1. PREDICT AND PLAN
• Make use of machine learning and historical data to predict call volumes, taking into account promotions, seasonal trends, and service changes, to name a few.
• Adjust schedules in real time by reallocating agents from less busy call queues or pulling them from other channels, such as email or chat, to assist with the spike in call volume.
• Cross-train agents to assist with multiple call queues or customer interactions.
4. EMPOWER AGENTS
• Invest in continuously training your agents. Provide them with access to experienced agents and your leadership to help reduce AHT.
• Provide tools to help agents with creating notes and summarizing calls. Supply them with knowledge bases to help find what they need when they need it the most.
5. COLLECT FEEDBACK
• Listen to calls regularly, especially during peak periods, to identify the cause, for example, for the increase in call volumes. Also, review your CRM for common call types. Additionally, see if the questions and solutions can be added to your chatbot, AI assistant, or website.
• Ask your customers and agents about their wait-time experiences to identify pain points.
• Hire temporary staff for busy periods to help with the call volume.
2. AUTOMATE THE BASICS
• Use AI assistants and chatbots to handle routine questions. That way, agents can focus on the more challenging questions.
• Create and use easy-to-use-and-understand self-service options on your website or app. It ' s also essential to make customers aware of these options and how to use them.
3. SMARTER ROUTING
• Direct customers to agents with the right expertise to cut back on transfers and resolve customer inquiries faster.
• Give customers the option to receive a callback versus continuing to hold. This will help reduce customer frustration and abandonment rates.
• Monitor queues in real time and, if possible, set up alerts when wait times exceed defined levels so you or your team can make real-time adjustments.
INVEST IN CONTINUOUSLY TRAINING YOUR AGENTS. PROVIDE THEM WITH ACCESS TO EXPERIENCED AGENTS AND YOUR LEADERSHIP...
12 CONTACT CENTER PIPELINE
At the end of the day, customers don ' t want to be left holding on the line, waiting endlessly for answers. In today ' s fastpaced world, where attention spans are shorter than ever, patience is a rare commodity.
Forget waiting a minute to speak to an agent. Today ' s customers won ' t hesitate to move on to another service, which is as simple as scrolling to the next TikTok video if their needs aren ' t met instantly.
Customer expectations have evolved, and companies must keep pace or risk becoming irrelevant: like last season ' s fashion trends.
The good news? Meeting these expectations isn ' t an impossible task. It requires a thoughtful balance of cutting-edge technology and human connection.
By leveraging tools to streamline operations and investing in your team ' s development, you can create a seamless, satisfying experience that keeps customers returning.
The message is clear: adapt, evolve, and embrace change. Or be left behind.
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.