How to Address Call Volume Variation
I recently purchased four Christmas gifts online from Old Navy. But when I got the emailed receipt it showed two of the items I selected and two I did not.
So I called the Old Navy customer service help line. And I told them my problem.
The agent said that Old Navy was having some sort of a problem with its order management system or website. But don’t worry, she said, we got this!
I asked her to make sure Old Navy sent me another email displaying the correct items from my purchase.
But guess what?
Right. I never did get such an email.
So, guess what?
Right. I’ll be calling them back again today.
This is just one example of the kind of thing that can drive up call volumes in a contact center. Others include external events like holidays and power outages. And then there are changing business requirements like promotional product sales that can increase incoming calls.
But whatever the cause, businesses need to do their best to be ready for variations in call volumes. And they are best positioned to be ready if they do call volume forecasting and employee scheduling that’s in line with the resulting forecasts.
Studies suggest that a good portion of call centers still use spreadsheets for forecasting and scheduling. If your business is one of them, now’s the time to consider a workforce optimization solution that can automate and bring added value to that work.
New WFO solutions can help call centers do more accurate forecasts and that enables them to be more efficient in how they set schedules. That’s important considering that can allow for more optimal customer service, help call centers stay within their budgets, and increase agent satisfaction by allowing for more predictable workloads.
Edited by Mandi Nowitz