For any organisation, catering to your clients over the phone can be a challenge. This is especially true during times of emergency when incoming calls surge in number leaving your employees frantic with no proper way to deal with the situation. With the right planning however, you can make sure your clients are kept satisfied no matter how large that call volume spike is.
Use the Right Technology
Installing a quality customer relationship management (CRM) system can drastically boost the performance of your staff. These platforms gather information about each caller, providing your employees with the data they need to handle each call faster and more efficiently. The best systems even let clients request a call-back so they’re not stuck on hold for hours.
Support Centre Outsourcing
If you really can’t handle calls in times of peak volume, consider hiring a reputable support centre. These third party outsourcers can take the pressure off your workers. They are also typically staffed by professionals well-versed in the art of taking complaints over the phone. Additionally, they often have the technology to handle large volumes of calls and offer their services around the clock, often in multiple languages as well.
Implement Multiple Channels
In this technological age, the telephone isn’t the only way in which people can get in touch with your organisation. Connect with clients on their own preferred channels by offering the following options:
- Social media
- Live chat
Your customers will actually thank you for providing multiple avenues especially since some people don’t like talking over the phone. Rather than putting clients on hold, simply get them to send an email, text or chat.
With the right planning, your organisation can handle any surge in call volume, allowing you to offer the same level of service even in an emergency.