To prepare contact centres for peak times, they should: 1. Collaborate as a team by having resource planners, team leaders, and agents be on the same page about their roles. 2. Plan in advance by resourcing how to handle the surge in calls and making agents aware of peak times. 3. Have capable systems by ensuring phone lines and hardware can handle increased call volume.

1. How To
Prepare
Contact Centre
For Peak
Times

2. Contact centres
face a spike in
workload during the
holidays, intensive
sales periods and
planned marketing
campaigns

3. There can also be
an increase in work
due to technical
faults, national
crisis, negative
press exposure, or
the company's
shortcomings

4. Let's try and understand how
contact centres can prepare
themselves for peak times

5. Try and work as a unit.
Resource planners,
team leaders, and
agents need to be on
the same page and
clear about their roles in
peak times
#1 Collaborate as a team

6. Contact centres should
plan on how to handle
the surge in calls.
Agents should be aware
of peak time so they can
organise and schedule
their work accordingly
#2 Plan in advance

7. Contact centres should
check in advance to
ensure that telephone
lines and hardware can
handle the surge in calls
#3 Have capable systems

8. Customers should be
warned of long waiting
times through IVR
messages, offering them
options to call back
during off-peak hours or
provide self-service
options
#4 Call queue message on IVR

9. Agents should ask
callers what they can do
to reduce the call time.
Businesses can
implement these changes
to make a difference
#5 Take customer feedback

10. Contact centres should
ensure that agents are not
burning out during work
and remain motivated
during peak times. This can
be done by organising fun
activities to relieve
pressure
#6 Engagement activities for agents

11. The easiest task is being
honest with customers.
Contact centres should
inform customers about
the heavier workload. It
is the easiest way to
reduce unnecessary
incoming calls
#7 Let the customers know

12. Cloud solutions allow
employees to work
remotely. Agents can
use advanced cloud
features to improve the
efficiency and
productivity of the
organisation
#8 Deploy cloud solutions

13. Overall, contact centres should
manage the workload well in advance
to ensure the smooth functioning of
their organisation, even during peak
times

14. About Us
Acefone delivers a cloud-based
communication service that ensures the
total security of your business data.
We offer hosted phone system services
that provide seamless communication,
CRM systems and help desk software
integrations that let you work from any
corner of the world.
Visit - www.acefone.com/uk/
Call us - 0800-084-3663 (UK)
1888-859-0450 (US)

15. Check out some other slideshares
Connect with us