7 Ways to Minimize Wait Times for Live Agents
COVID-19 continues to impact the way businesses is transacted across countries and industries. Out of necessity, consumers are transacting more through digital channels than ever and leaving call centers and their agents completely overwhelmed.
Here are seven simple ways to better support your contact centers and better serve your customers:
1. Set Expectations Transparently
Proactively set expectations about how long it’s going to take before a customer’s concern will be addressed. If this changes, update it as often as you need to keep expectations current.
2. Greet and Steer from the Beginning
Move away from the “one-size-fits-all” approach in your contact channels. Based on your relationship with the customer, proactively present key information or walk them over to the self-service tool they need.
3. Create an Express Lane
If you have high value customers, or interactions, that you want to prioritize, greet and engage those customers as soon as they return to the site. Offer to chat or display the phone number to only those approved customers right on the home page.
4. Move from Defense to Offense
Crisis creates a heighten sense of urgency. That means customers will continue to jam your support queues if you don’t offer a better alternative. Intercept frequently asked questions by guiding people to self-serve before they get in the contact center queue, without needing to be triaged and redirected by an agent.
5. Plan to Divide and Conquer
Divide inquiries coming into your contact center into two groups: 1) unique conversations you need to have 1-on-1 and 2) high-volume, routine transactional questions. Use a proactive solution to redirect the routine queries so that your contact center can focus on the individual live interactions needed.
6. Mine the Content You Already Have
You likely have all the content you need already; it’s just not being put to work. Complete a simple content audit or content library that helps you inventory what you have. You’ll then be able to see quickly what content you can repurpose and surface to customers to proactively address their questions.
7. Base Updates on What You Know
Leveraging zero-party data you will know where a customer has been on your site. When they return to the site – have a relevant message ready. Don’t wait until the customer initiates contact; assume they are going to, and intercept them right where they are in the journey.
Your reputation is going to be defined by how you act in this crisis moment. You can show the world that your business is different by presenting something other than the basic website banners and long FAQ pages.