Keeping Competitive with High Volume Contact Handling

03/12/2019


80% of customers say that the experience a company provides is as important as its products and services[1]. To provide the top experiences that customers look for, it’s more vital than ever for a contact center to be able to cope with demand and be contactable anytime, anywhere and by any means. In today’s ‘always on’ world, customers expect immediate answers across any channel, and providing the same excellent quality of service regardless of the size of the contact center is key to customer satisfaction.

When the Volume is High:

The world’s largest contact centers have thousands of seats and serve millions of customers. In situations like these, what’s the best way to deliver excellent customer service at such high volumes? Contact centers with cloud infrastructure are uniquely placed to deal with high levels of enquiries, and can ensure a flawless service no matter the demand. Screen-pops bring customer data and information on past interactions directly to agents, reducing customer frustration, as callers don’t have to repeat information they have already provided. Intelligent automation can route enquiries to the most appropriate available agent or chatbot, who are then equipped with the relevant information to engage with the contact. This ensures that customer engagement is consistently high, even for contact centers with thousands of seats.

When Demand Spikes:

Even for contact centers that are used to dealing with high volumes, handling spikes in demand can prove difficult. However, these can be planned for. Fleurop Interflora, the world’s largest floristry company, experiences huge increases in demand in the lead-up to St. Valentine’s Day. Events like Black Friday and Cyber Monday also create spikes of demand for contact centers in the retail sector and beyond. For organizations like UK Power Networks, EDF Energy and Rail Delivery Group, unexpected disruptions, delays, or weather events can trigger floods of urgent and vulnerable callers.

There are many ways to reduce wait time, and preserve an excellent customer experience, even when being inundated with enquiries. Mass communications can be proactively sent out in the event of unexpected disasters, pre-empting enquiries and relieving pressure on the contact center. What’s more, automation and chatbots can handle low-complexity, repetitive queries, reducing the length of the queue and giving agents more time to deal with more complex issues.

We believe that the Critical Capabilities for Contact Center as a Service Report[2] released by Gartner Inc., a leading research and analyst firm, highlights how essential it is for companies to be able to cope with huge levels of customer service demand. Content Guru has been working with the world’s largest contact centers since 2005. Gartner identifies High Volume Customer Call Center as one of their key Use Cases in their report. Drawing on customer testimonials and rigorous research, this Use Case analyses a CCaaS platform’s ability to scale on demand, and to consistently ensure high levels of resilience and customer service quality. For the second year running, Content Guru has received the highest score in the 2019 High Volume Customer Call Center Use Case, achieving 3.71 out of 5.

[1]Salesforce, State of the Connected Consumer, 2018.

[2]Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019.

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


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