Unlike most other call center service providers, Fusion CX has responded to the current COVID-19 crisis with utmost promptness and transitioned almost 75% of its predominantly brick-and-mortar call center workforce to a work-at-home setup to ensure the business continuity of its clients. However, our challenge was managing the high call volume during this crisis-driven transition while maintaining the same level of customer service.
With our flexible and adept work-at-home solution, Fusion CX has overcome the challenge and ensured customer service excellence. Here’s how we are overcoming the challenge:
Six Solutions for Managing High Call Volumes
1. Scheduling optimization
At Fusion CX, we understand that optimizing resources is critical to managing call volumes that are reaching new heights. During the COVID-19 crisis, accurate forecasts and flexible scheduling have been our most significant aid. Our integrated scheduling tools help us match availability and skill sets to place the right agents in the right roles at the right time.
2. Analyzing issues and trends
Our contact center analytics enable us to monitor 100% of interactions across channels and gain insights into customer concerns. They help us handle an influx of calls and identify additional ways to serve customers more quickly. Real-time analytics are used to provide agents with extra support through automated alerts that share new information during ongoing customer interactions.
Our in-depth analytics insights help our clients develop new FAQs to provide their customers with accurate information through self-service options. It can also reveal opportunities for proactive customer support.
Monitoring and analyzing each interaction helps us determine when a change in script or additional agent training and coaching is required. In this uncertain time, customers are already anxious. Agents often need to show more empathy and go off the script to ensure customer satisfaction. Therefore, at Fusion CX, we provide our agents with additional training, information, and regulatory updates as needed.
3. Training and coaching agents for the new situation
In times of uncertainty, stress levels among both customers and agents are higher than usual. To keep agents focused on delivering high-quality customer service even during peak hours, we provide them with the daily training and coaching they need. Even though a large portion of our workforce works from home, we have adopted training and coaching processes to support this arrangement. We have also launched several agent engagement programs to keep our agents motivated and develop a strong sense of community, resulting in lower agent attrition.
We have also used gamification techniques to help our agents build knowledge and align their behavior with customer needs. These techniques help keep agents motivated and engaged through quick, continuous feedback delivered through our in-house employee management system.
4. Engaging and motivating our remote workers
Due to the COVID-19 crisis, we have transitioned 75% of our workforce in a work-at-home setting. As a result, we face new challenges in service continuity and agent engagement. We use analytics to keep at-home agents on track with new KPIs. We also provide ongoing feedback, make learning fun, and motivate agents to improve performance and stay engaged through gamification. It enhances how our remote agents interact with customers, resulting in better customer satisfaction.
5. Supporting agents with self-serve options
During the COVID-19 crisis, we are experiencing high call volumes. As a result, maintaining the usual wait, hold, and transfer time is becoming quite challenging. However, to keep our customers satisfied, we are committed to providing prompt service with minimal wait times.
To overcome this challenge, we are working closely with our clients to deliver a robust self-service option for their customers. We also offer live chat and email support to provide prompt assistance while reducing call volume. Our AI-powered chatbots can also enable our clients to handle a high volume of interactions without human intervention. These solutions have significantly reduced call volume. As a result, we can resolve customer issues promptly.
6. Acknowledging and equipping essential frontline workers
At Fusion CX, we acknowledge our agents’ vital role in our clients’ business continuity program. The quick transition from a brick-and-mortar call center to a work-at-home setup would not have been possible without them. Fusion CX is committed to supporting our agents with the knowledge and tools they need to navigate a new work environment and excel.
These are some ways Fusion CX is overcoming the challenge of high call volume during the current COVID-19 crisis. Contact us today to learn more about our Work-at-Home Solutions!
