Are you a Cleaning Service with a high call volume? If so, you’re not alone. More people are searching online for cleaning services, and it’s causing high call volume for Cleaning Services. Don’t worry, though, because this is a common occurrence.
Are You Experiencing High Call Volume?
High call volume can be a problem for small businesses. When it’s not well managed, it can leave customers dissatisfied and in the dark about the quality of service they can expect. This can lead to long call queues, inadequate support from call support staff, tarnished consumer satisfaction scores, and unhappy customers moving on to a competitor’s business. The key is to identify the cause and resolve it.
Organized Contact Center and Poorly Trained Agents
High call volume can also be caused by seasonal activity, holidays, and service disruptions. In some cases, a business may experience increased call volume when new employees start. In other cases, a company may face a high call volume because it doesn’t have enough resources to handle the volume. High call volume can also be the result of a poorly organized contact center and poorly trained agents.
Causes Longer Average Handling Times
High call volume also causes longer average handling times. Agents will take longer to finish a task due to fatigue, leaving people on hold longer. A call center’s average handle time measures how long it takes an average agent to answer a customer’s call from the moment they dial a number.
Popular Option Is an Online Chat Tool
Your business is experiencing high call volume, you should implement a strategy to reduce the volume. One way to reduce call volume is to offer self-service resources on your website. These self-service resources should be prominently placed on the website. Another option is to increase the number of contact methods available to customers. A popular option is an online chat tool.
Go To a Competitor with Faster Service
In some cases, high call volume can be a good thing. This type of caller tends to be unhappy with the product or service they have purchased. For example, they might not understand how to use it, so they end up making multiple calls until they find the solution they need. Eventually, they may abandon your company and go to a competitor with faster service.
Business Phone System Such As Dialpad
In addition to implementing an AI-powered self-service option, you should have a system that enables agents to answer simple questions. You can also customize the interactive voice response menu with a business phone system such as Dialpad. This way, your agents can handle a larger number of calls, while reducing the number of unanswered ones.
