How to Effectively Handle Calls using the Call Center Solution?

Posted by Zenteno peterson on January 28th, 2020

Call centers are increasing day by day. There are many companies that invest a lot of time and resources in putting in an in-house call center to retain their customers by delivering the best possible customer experience. An in-house call center can also take care of incoming inquiries so more business can be generated. In some seasons and in some industries often there is a lot of call traffic and it is necessary to handle these calls professionally and strategically.

A call center solution can help in taking care of calls, and that also more effectively. There can be different strategies of handling calls and I will be sharing some of them.

1. Make sure to have unlimited call queue

One of the features available in the call center solution is the call queue. When someone calls in and if all agents are busy, he or she joins the call queue of the call center software. If you have a call queue that can handle a limited number of customers, then the customer, that calls in once the call queue is full, will not be able to connect with the call center. This may create a bad experience. Thus, it is necessary to get a call center software solution with unlimited call queue.

2. Use priority queue

This is not a common feature available in all call center software. Some advanced systems offer this feature. The priority queue is different than normal call queues. This feature is generally available to cater to premium customers. The system will put the premium customers in the priority queue so agents can handle that call on priority and deliver the best queue.

3. Use automation

One of the biggest advantages of the call center software is that it provides automation to save resources and handle more clients. Based on the campaigns and business strategy, one can use different features to improve performance and save resources. For example, customers can take action or get answers to their queries without connecting to the agents using an interactive voice response system available as one of the features in this software. One can also add a callback feature so customers can leave the queue with a callback request and the system will call the customer back.

4. Use the best call routing rule

A call center solution comes with a wide range of call routing rules. From advanced call distribution (ACD) to skill based routing and sticky agent and many other call routing rules are made available. One can use any call routing rule as per the campaign to make sure the query of the customer can get resolved within a single call and within the shortest possible time.

5. Hire more agents

Even after using the best contact center software and using different strategies still, you have multiple customers waiting in the queue for a long time. Then, this is the time to hire more agents. Of course, the software can help you take care of multiple calls, but it cannot replace human at this stage. Hiring more agents may help you further.

These are the top 5 tips to handle calls more effectively using different features of the call center solution.