Too many calls,
Not enough agents
It’s an extremely frustrating and stressful experience watching your customer service centers flooded with too many calls. Despite call volume forecasting and planning, we can all be blindsighted by the actual number of callers dialing in. For many companies, there usually isn’t enough time and budget to hire additional agents or outsource the calls. What can you do to reduce the number of calls that need to be answered by an agent, while answering as many calls as possible?
Current solutions help,
but more can be done
You may already use call center software that outsource easy tasks from your agents. For example, an IVR system that directs callers to the right department, or one that estimates the amount of time before an agent is available. Or a call-back system that keeps your customer’s spot in the queue, and calls them back when it’s their turn again. These are great solutions that reduce the work for your agents and helps to keep transparency between you and your customer. But you can achieve even more with advanced automation tools.
Better performance with higher AI tech to manage all calls
AI Assistant Bots that can understand spoken speech, and perform simple tasks like give your customers their account information, make quick changes to your CRM or database, fill out forms, and much more
Smart call back systems that schedule call-backs during less busy times in your call center, and learn from the data to reroute them to the most efficient times
Intelligent IVR system that routes people to the correct department using spoken speech, and learns the correct department as it’s given more complex commands by your customers
Intelligent FAQ system that can understand spoken speech, and gives answers to questions
Smart appointment scheduler that offers appointments during pre-selected times and during less busy times in the contact center
Peak management system that tracks the call volume traffic your center has, and uses the data to greatly enhance software performance