One of the biggest dilemmas that call center managers face is a long call queue, and how to reduce the average wait time in their call center. While there is no fool-proof way to eradicate a wait time, there are some tips that can shorten the call queues.
Call Queue Tips
- Utilize IVR. Interactive voice response is one of the most helpful things to a call center, but few are using it properly. When configured properly, IVR can be used as a tool to solve the simple, or most frequent problems for your customers.
- Use on-call agents. Providing your agents with remote capabilities will alleviate the need to over-staff “just in case”, but allow them to connect with customers when an influx of calls happens.
- Answer FAQ during queue time. Sometimes, customers’ questions can be answered during their wait time. Also post these in a visible spot on your website, so customers have the opportunity to find out the answer for themselves without having to call.
- Use enhanced routing. When you utilize enhanced routing, call time will be greatly lowered, and transfers can be avoided.
- Train your agents. Training your agents for multiple skills enables them to accept phone calls no matter what the issue is. This can greatly reduce wait time, as well as agents’ idle time.
- Try to predict high call volumes. While not all high call volumes can be foreseen, many can. For example, if a new product has just been released, many customers may be calling to trouble shoot. Similarly, you can expect high call queues around holidays, the first 15 minutes of each hour, or when marketing creates promotions.
While long call queues may never completely disappear, implementing some simple tips and tricks can greatly reduce day-to-day average wait times, and increase customer satisfaction.