The key is to empower your critical call center technologies with elastic properties that let you:
A unified call management platform can enable a variety of advanced tactics that help minimize the risks of high call volume and the abandoned calls that come with it. The solution could provide simple remote log-in methods, which means that agents can work from home or on the road via smart phone, increasing their overall availability and willingness to work overtime. The right solution will also increase agent effectiveness using advanced features, such as instant messaging, presence awareness and video conferencing. By making all of the productivity and convenience features of the company contact center solution available to the remote worker, you immediately harden the call center against geographically focused events.
Furthermore, traditional call center tools, such as IVR, are enhanced with additional features to help reduce or soften customer wait times. For example, an up-to-date recorded message can often satisfy the informational needs of many customers. Customers in queue can also be offered the opportunity to schedule a call back. Proactive outbound communication, whether via telephone, email, text or social media, can be extremely effective at preventing a spiraling call volume during a crisis. Contact centers do not have to be hostages to the whims of fortune. Call BCS today to learn more about modern, effective and diversified call center operations that minimize lost revenue caused by call abandonment.
