If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.
Tags: Call Center Management
Here are three solutions for predicting and managing spikes in call volume.
Want to learn more about call queue behavior and ways to improve the customer experience? Why will some callers wait ten minutes or longer while others hang up in 30 seconds? What is the cost of abandonment are there alternatives to call queueing and what is the role of messaging? This webinar looks at the different factors affecting tolerance and considers ways to make the wait a little more productive. Watch this free webinar!
he customer service call centers at AAA Michigan rely on the Dearborn, Michigan-based command center to manage call volume and maintain appropriate staffing levels. With over eight million incoming calls that needed to be routed to 900 agents in three call centers, the command center needed better insight into their real-time queue metrics. AAA Michigan decided to reach out to Inova Solutions for help....AAA Michigan worked with Inova Solutions to implement a real-time data reporting and digital signage solution to inform workforce managers of current operational conditions. -See more at: http://www.inovasolutions.com/blog/post/call-center-case-study-aaa-michigan
In my last post, I covered McGarahan’s recommendations for mapping both planned and unplanned peaks in call volumes at your contact center. Identifying patterns is really only the first step; you also need to take steps to efficiently manage the peaks and valleys. McGarahan also offers several tips for managing service demands. - See more at: http://www.inovasolutions.com/blog/post/surviving-call-center-peaks-and-...