Hi all
I am looking to get a stronger understanding when forecasting and planning for a retentions team and just need to see if anyone has experienced any possible issues/obstacles that they may see as potential problems.
The biggest challenge for me is to understand the customer behaviour as if a customer wants to leave a specific business they are going top contact us any time of the day !!!!
Cheers
Agree with you that it is going to be difficult to forecast the volume of inbound calls and when to expect the peaks. At the same time, these customers are already unhappy so the last thing you'll want to do is keep them on hold listening to music or playing messages due to agent unavailability (reminds me the term "agent" is not necessarily a good one - I like Callcentre Communications Professional :-)).
I can recommend one possible service - put a callback service in place so callers have the OPTION of leaving their details and receiving a guaranteed callback as an alternative to holding. Callers who are sceptical about choosing this option can remain on hold. Those who choose the callback service will receive the callback in the time they would otherwise have waited on hold. The success of this callback service is really down to developing an inhouse solution or using a professional callback provider.
You will also tend to find that although people can call at any time, there will often be patterns that emerge. For example people have a look at the retention volumes on Friday afternoon, Sunday all day and Monday mornings.
I would think that the first approack is to start with your ACD stats for your retention team. You can then start to see what patterns emerge and when you need to staff up for this.
If you do not have the ACD stats a simple manual form should help where you log tyhe time and date of the callers along with a reason code. You may also find that you may need to extend your opening hours.
It would also be worth starting to identify why people are rewally leaving. You could get this from call recordings, and speech analytics has quite a key role to play.
Thanks for this both , really appreciate any suggestions. I guess the main issue is availability as if the customer can't get through well i may as well wave them goodbye !
But thanks for the heads up and no doubt i maybe back in touch wuth phase 2 !!!!!
You must log in to post.
