We’ve all been there. You’re getting ready for a night out, standing in front of the mirror getting dressed, and all of a sudden you realize you’ve outgrown your favorite pair of pants. Of course, it’s not a big deal. It happens to everyone. But it might become a problem if you don’t put them back on the hanger all bring them to the tailor.
The same can be said for your contact center. It can be difficult to realize the need to scale, as it can often be a gradual change caused by a variety of factors. Yet all of a sudden you’re in the midst of a call volume spike and are shocked to find you don’t have the bandwidth to provide adequate service.
If you see these three signs in your contact center, it’s probably time for you to consider scaling your operations:
- Your company is launching a new product or initiative.
Change isn’t the easiest part of life, so when it comes to your customers, you need to do everything you can to ease their anxiety. If your company is rolling out a new initiative —whether it’s a product, service or fundraising campaign — you have to expect a spike. If your organization’s efforts are successful, you’ll have lots of customers calling in. But if they run into challenges, you know they’ll be reaching out too. Either way, larger corporate initiatives often precede the need to scale contact center operations.
- Your reps are more than tired — they’re exhausted.
Sometimes a worn out employee simply needs a vacation. Other times, it doesn’t matter how many days off you have. If you’re always buried in more work than you can handle, you’ll never feel reenergized. Recognizing the difference can be difficult, but a few indicators can help you make a determination. Are response times slower across the contact center? Have you been getting a greater number of call transfers or dissatisfied customers? Studying your business analytics will help tell a more complete story.
- ‘Tis the Season
Speaking of studying business analytics, you should be tracking call volumes throughout the calendar year. The month of December, for instance, has historically been one of the busiest for the customer service industry. Take a look back at these figures and you’ll see trends begin to emerge. After all, those that don’t know their history are doomed to repeat it.
Without knowing where to look it can be difficult to see the warning signs that you need to scale your contact center operations. With the right partner, however, it can be easy to get your contact center running at peak performance to meet your customers’ needs with a superior level of care.