It’s what every business wants, right? The more customers and potential clients who call, the better it is for business, one would assume. That might be the case but only when there is enough resources and staff on call to handle them.
Otherwise, it can turn into a bit of a nightmare. Stress levels hit the peak, and the impact this brings will take a negative toll on the business. There are several cases where this has happened and companies have suffered. A simple and instant solution to this is hiring an external, virtual receptionist service.
You can locate the accommodating Sydney based virtual receptionist Office HQ and see how the services they provide fit your busy business.
How To Handle High Call Volumes Efficiently
Let’s now look at the six most effective ways you can tackle a peak in call volumes to get back on top of things.
- Think about why the rise has occurred
Has there been an effective marketing campaignrecently or a new product release that is triggering all of the calls? Or is it a more negative reason in the sudden jump? Determining what is the cause means you can tackle the issue head on and move forward with the right targeted action.
- Set up an online FAQ
Is your website missing an all-important FAQ section? Maybe it can benefit from one if you find you are getting the same old questions coming up again and again on telephone calls. So, for example, if simple business information is missing such as returns policies or business opening hours, these can all be included in this section. You can then set up an automated answering service that directs callers to the FAQ part of your website.
- Delegate telephone roles
Your task as a manager when the call rates get high is to assign duties to everyone in the team. This way, each staff member can be responsible for a different area so that the receptionist isn’t overworked or overstressed with taking all the calls.
- Answer quickly
You need to be honest and see if there is any room for improvement when it comes to handling the calls in a prompt manner. If your staff aretaking too long to get to the point or isn’t answering the customers’ questions in a clear manner, things should be re-evaluated.
- Hire a virtual office assistant
A virtual receptionist and call handling service could be just what you need in this situation. When calls are on the rise, you don’t want to risk losing business. An out-of-house team can efficiently answer calls as though they were in the office. Not only this, they have full knowledge and adequate training to answer calls in a way that leaves customers fully satisfied.
- Utilize the power of tech
Technology has integrated powerful tools to help handling calls much easier. Think about voicemails, caller ID’s and setting do not disturb notifications. This way you can give a tailored response to every call.
