High call volume can be stressful for both customer service representatives and the caller on the other end of the line. Response time suffers, and feedback to customers may be of poor quality. Customers may become dissatisfied and leave a negative review, especially in health care centers. The business might consequently receive a poor rating, which impacts its revenue.
High volume calls occur for various reasons, and businesses are rarely prepared for a call surge. However, in some cases, companies can anticipate an increase in calls. These are some of the scenarios that could result in a call surge:
- Service interruptions
- Call volume may increase as a result of a significant marketing initiative or campaign
- Call backlogs may be exacerbated by agents who are undertrained or simply not the right fit for the position.
Here are some healthcare call center solutions for reducing call surges in your business.
1. Using an Outside Call Center for Customer Service
Outsourcing customer service is standard in large corporations that cannot handle call surges. Companies can pay another customer service company or healthcare call center solutions to manage a portion of their operations to meet demand and reduce call logs. This strategy can be used when a company does not want to hire more call center representatives.
Many support organizations work with a BPO provider to free up resources and respond to customer questions received via chat, social media, email, and other channels.
2. Make Self-Service Resources Available
Offering self-service tools on the business’s website may help a company reduce the number of general inquiries customers make to your company. When customers have questions, they can consult hospice answering service or these resources rather than calling your company directly.
Your company’s website can answer questions such as:
- Operating hours
- Particular services or products
- Particular services or products
- changes brought on by new policies
- frequently asked questions
Customers may be able to resolve their inquiries without contacting an answering service in Margate, FL if you make this information visible on your website, which will lower the number of calls you receive.
3. Hire more customer service representatives
Hiring more competent employees or answering service in Margate, FL means getting more things done in less time. You will require more employees as your customer base grows. Therefore, adding more team members to your organization is an additional strategy for coping with a high call volume and easing the burden on current employees.
Many businesses employ temporary workers when there are more incoming calls, like during the holidays. Others keep many employees on hand when the call surge is unpredictable. The best way to handle a high call volume in either situation is to increase the number of employees or engage hospice answering service.
4. Make Use of Outsourcing Appointment Scheduling
Most calls you receive from clients are likely requests to make appointments, modify existing ones, or confirm upcoming ones if you manage an appointment-based business. Your call volume might drop significantly if you let customers check, change, and schedule appointments online.
Making use of outsourcing appointment scheduling lessens the volume of work and effort involved in providing customers with a web-based scheduling tool.
Conclusion
Call surges can strain your team further and degrade the level of support you can provide. On the other hand, it is a chance for your organization to demonstrate to customers that their needs are met even during peak times. Use the above mentioned methods to manage high call volumes and offer quality customer service.
We provide various tools to help you manage call surges efficiently. Call us today to transform your customer service.
Founded after a personal, heart-wrenching incident more than 20 years ago, Call 4 Health has gone from solely offering after-hours answering services to being a top-rated, complete communications BPO for healthcare facilities throughout the country.
