Every organisation experiences higher absenteeism during the winter months. The recent developments concerning the coronavirus pandemic and the relaxing of policies will inevitably lead to an increase in absenteeism rates. This can have significant consequences for the customer contact department.
An unmanned channel results in customers being assisted less swiftly. Just one person can make a world of difference, and if there's no one on standby, this can create problems, especially for smaller customer contact teams. There are relatively simple measures available to provide customers with the right information. Every organisation faces staffing issues. We are happy to advise you on managing customers' differing expectations.
Our 6 tips:
1. Remote work is particularly suitable for customer contact
Not everyone gets as sick as others. However, a positive test result, followed by mandatory quarantine, can disrupt staffing levels. Many people who unexpectedly have to stay home can (and want to) continue working. By ensuring that remote work is facilitated before illness occurs, this problem can be addressed. Naturally, some organisational flexibility is needed, but experience shows that customer contact is ideally suited to be done from home. If telephone customer contact is not easily feasible, it may be decided to have employees handle emails. During an absentee discussion, the focus can be on what is still possible instead of what is no longer possible.
2. Inform customers about busy or quiet periods.
Many organisations know when the busier periods of the day occur. By communicating transparently about this, customers can be encouraged to try again during off-peak hours.
3. Extend availability times for more distribution.
By extending availability times, it becomes easier to distribute traffic. Of course, staffing must adjust to the opening hours. This makes this solution not suitable for every organisation.
4. Make relevant information clearly visible
During a longer wait time or changed opening hours, ensure that this information is clearly visible on the website. This way, customers know what to expect before they contact you, often leading to greater understanding. Place the information in a relevant location, easily findable for the customer. For instance, changed service availability times can be best prominently communicated on the contact page. In the case of increasing delivery times, due to understaffing, this information can be communicated in the order process.
5. Choose a channel with favourable SLA expectations
Bear in mind that different channels require different service levels. Telephone calls & chat must be handled immediately. Conversely, the response time for emails can be longer. Consider this and, where possible, display the email address more prominently. Processing emails can be effectively done by one person, allowing more customers to be served with fewer staff.
6. Technical tools
Callback IVR
With an IVR system, a caller can choose to be called back instead of waiting in the queue. When an agent becomes available, the system will call the customer, and when they answer, they are connected to the customer service representative. Some IVRs also offer the caller the option to schedule a call so that they are called back at a predetermined time. We can implement the Callback IVR free of charge within ContactCare.
Adjust waiting music
During the call, it is possible to manage expectations. Consider whether it would be useful to communicate wait times during the hold music. In this way, the customer knows what to expect. Our consultants can assist in adjusting or personalising the current message.
How can we assist you? Let us know!
