Managing High Call Volumes in BPO: Strategies and Solutions

 


No matter what they do, no matter where they operate from, BPOs and contact centers cannot avoid one thing: high call volume.


When call volumes are extremely high, BPOs find it difficult to handle incoming calls effectively. When it comes to customers, a lot of them abandon the call after waiting for a few minutes.


Various studies have found that more than half of callers would hang up if they were made to wait for more than two minutes.


That's why managing high call volumes is extremely critical for BPOs. Here are some ways BPOs and call centers can manage high call volumes.  


1. By Going Omnichannel


When a BPO or a call center relies solely on traditional telephony systems to provide customer service, then it is certainly going to experience high call volume compared to organizations that use omnichannel communication systems. Besides, in the present time, customers prefer contacting organizations using a multitude of communication channels. That's why exclusive dependency on audio calls is not prudent. The best way to manage high call traffic is to adopt a robust omnichannel strategy.


2. Leveraging Sophisticated IVR System 


The next best way to manage high call volume is by leveraging a sophisticated Interactive Voice Response (IVR) system. No matter how many customers call a customer care number at the same time, the right IVR system not only routes the incoming calls to the right agents and departments but also provides callers with some useful and valuable self-service options.


3. Providing More Self-Service Options


Several studies have found that a majority of customers would be more than happy to solve minor issues and get answers to frequently asked questions by themselves rather than speaking with a customer service representative. That's why BPOs and contact centers need to make sure that they provide more self-service options and menus than the traditional and common ones. Some of the less-known but effective self-service options are contextual AI chatbots, AR troubleshooting guides, voice command services, predictive alerts, and more.


4. Setting Automated Call Distribution


After interacting with advanced IVR systems and getting to know about the available self-service options, if callers still want to speak with customer service agents, then BPOs and call centers must ensure that the calls are routed to the right departments and agents. This is where setting up an advanced automated call distribution system can make all the difference. The right ACD systems use skill-based routing to make sure customers' issues are resolved at the very first instance.


5. Streamlining Processes


BPOs and call centers must streamline their processes. Streamlining processes is crucial for improving efficiency, reducing costs, and enhancing customer satisfaction. It also leads to more efficient operations, faster response times, and better overall service delivery.


All In All,


By implementing these strategies, BPOs can better manage high call volumes, enhance operational efficiency, and improve customer satisfaction.





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