GoResponse Telephone Answering Service Staff

Reduce call centre queues using channel shifting

Long queuing times are frustrating for customers, and they can have a severely negative impact on call centres in both the long and short terms. Therefore, it is no surprise that many companies do all they can to reduce queue times to an absolute minimum, allowing customers to get the help they need and agents to feel fulfilled during their working day. One way to reduce times is by optimising the omni-channel experience and moving various conversations onto other platforms.

It is not always a good idea to switch customers into a queue into another channel. For example, there might be a very good reason that people need to speak to a telephone answering services agent. However, there are also many times when people simply want to ask common questions or have an issue that could be easily addressed through other means. For example, a Frequently Asked Questions section on a website could provide help to people, whilst webchat might be preferred by some callers.

Ideally, options for other channels should be suggested within the queue notifications, telling people that help is available elsewhere. It is important that a call centre never forces a channel on someone. Instead, customers must be offered choices.

Shifting callers to other channels allows agents to deal with more complex and challenging problems. Moreover, it reduces average queuing time, keeping agents and customers happy. By offering self-service options and other facilities, those individuals who do not want to talk to an agent can still be satisfied.

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