Drivers that impact the call center volumn
In addition to the math and the calculations just described, there is another set of factors to consider that are unique to each business. Any of the following business drivers can have an impact on future call workload.
- The acquisition or merger with another business can mean additional calls as a new set of customers or products to support are added.
- Competitive announcements can impact future call volume. Even though out of the organization’s control, an external announcement or news story can influence the number of calls your center will receive.
- Changes in call routing can definitely impact the number of calls. Anytime call routing is changed, a different level of workload may arrive.
- Expansion or change in self-service technologies can impact call volume. While more self-service options generally mean fewer calls, it can also impact handle time since the remaining calls will be the more difficult ones with higher handle times.
- Sales and marketing campaigns are a huge driver of call volume.
- Any change in business practice – new policies, different billing procedure, etc – can mean a new reason for customers to call.
These internal and external factors can have a small or a very large impact on call workload. It is critical to stay in touch with the individuals or departments who control some of these items so there is a constant feed of information into the call center so forecasts can be fine-tuned with knowledge of all these potential drivers.
最近老下雨
(San Francisco Bay Area, United States)
希望我们手中都有option -One day, you are 17 and you are planning fo...
热门话题 · · · · · · ( 去话题广场 )
- 宿命感油然而生的歌单 2846次浏览
- 影视作品中让你大跌眼镜的常识性错误 195.5万次浏览
- 物候记 16.2万次浏览
- 中国哪些地方还保留着少数民族的习俗与文化? 12.5万次浏览
- 你愿意花多少时间读一本书? 9.4万次浏览
- 有哪些丧到极致的日本歌曲 10.1万次浏览