Graceful degradation in High inbound flow for e-commerce App based customers

Topic Views - 62

Graceful degradation in High inbound flow for e-commerce App based customers
Situation - where there is 4 or 5X times vol of incoming call. Industry is e-commerce for example uber eats app. Customer's are calling due to some server error or food order are getting delayed, are the reasons for cx calls.
Solution looking for - what should be graceful degradation action to be taken while the issue is being fixed by IT. E.g - disable some issue option on app for cx to call, or stop mentioning comments on system to save time, or not to ask for CSat rating from Cx end of the call.
While these are some examples I am not sure how to use them in under which conditions.
I am facing this issues for a month and want to create a SOP for graceful degradation of service.
Please help.
Currently Inbound call center with a capacity of 500 seats.

Editor

Call Centre Helper

Take a look at this article

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question