We are a small call centre that is in the process of setting up a customer service assurance team to use during peak periods. This team would be made up of members of the current organisation and assit the cusotmer service team with high call volume. Has any one had any involvement in setting up such a team. Would love to here from you, with any useful suggestion or points of consideration. Thank you
Forming a back up team for Customer Service
Call Centre Helper Forum » Call Centre Management
(4 posts)
Our peak periods can last for weeks, some time months due to sickness or annual leave over the summer periods.With not enough time in the day to ring customers back, that have been waiting.
The customer service assurance team would be made up of existing employees that would be utilised during their non peak periods so there wouldn't be much of a cost implication.
Marcia
Posted 1 year ago
Hi Cunnison,
It may be worth looking at an overflow service or an outsourced solution which will allow your staff to answer as many calls as possible and prioritise call backs to customers who have been promised one, whilst ensuring you only pay for what you use as an overflow and therefore get best value for money and customer experience.
I am happy to have a chat in more detail about how my company may be able to help, but in the interests of advertising restrictions have removed my company name. Feel free to message me back with your details if you want to pursue.
Thanks
Siobhain
Posted 1 year ago
Hi there Marcia,
I work for a housing association in Watford and am looking at a similar idea for my own team. We have a good unified communication package which, if we bought a few extra licenses, would allow us to have additional staff in the building remain at their desks but take overflow calls when peaks require it and depending on the criteria/wait time etc that we set. I have also invested a lot of time into developing a flexible erlang c calculator tool to ensure we are on top of staffing needs. However we face the simple dilemma of budgetary constraints to get external staff in if identified as a need. We too therefore are relying on coming up with a workable internal resource solution.
With all that said, the biggest challenge seems to be getting other staff from other departments interested in helping out in what is perceived to be a lower paid and stressfull job. I am invetigating ways to offer something of interest in return, most likely development opportunities through becoming montors/trainers etc for my team champions for their own areas so that we can provide a CV enhancing opportunity, but it is an idea in its infancy at the minute and does rely on having staff that want to progress!
If you come up with or receive any good ideas about how to take on this challenge, I would really love to hear how you got on? Also if you wanted a fellow HA contact to discuss ideas with, I'd be happy to chat anytime.
Kind regards,
Matt Hedges
Posted 1 year ago
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