High call volume corrective and preventative tactics

Do you sometimes feel like you’re constantly at your desk, fielding call after call? If so, you’re not alone. Many businesses experience high call volume at certain times of the year. This can be a major headache if you’re not prepared for it. In this blog post, we will discuss some tactics that can help you tame High Call Volume and keep your business running smoothly!

Use an Interactive Voice Response (IVR) system to handle some of the call volume

An IVR system can be a key tool in managing high call volume. It can help by fielding calls and routing them to the correct department or person, as well as providing basic information about your company or product. One of the benefits of using an IVR system is that it can help to free up your staff to handle more complex calls. It can also help to reduce wait times for callers, as they will generally be able to get the information they need without having to wait on hold.

There are a few things to keep in mind when setting up an IVR system:

Make sure that the menu options are clear and concise. Callers should be able to easily navigate the system without getting frustrated. Include an option to speak to a live person. Some callers will prefer to speak to a human being, and this should be accommodated for. Make sure that the system is regularly maintained and updated. This includes adding new menu options as needed and keeping the existing ones up to date.

Train your employees on how to properly handle high call volumes

High call volumes can be a daunting task for any customer service representative. But with the proper training, your employees will be able to handle the influx of calls with ease.

Here are some helpful tips on how to train your employees to deal with high call volume:

Teach them how to properly triage calls. This means that they should prioritize calls based on urgency. For example, calls that are regarding a customer’s account status should be handled before calls that are general inquiries. Give them scripts to follow. This will help them stay on track and ensure that they are providing the caller with the information they need. role-play with them.

Automate as many processes as possible

One of the best ways to manage a high call volume is to automate as many processes as possible. This can include things like using an auto-attendant to answer calls and direct them to the appropriate party, setting up self-service options for customers to retrieve information on their own.