A call center’s availability is an important factor in providing high quality customer service. An organization should strive for a high availability rate, which is the percentage of time that the call center is available to take and answer customer calls. Having a high rate of availability allows customers to access help when they need it and reduces the amount of lost business due to unanswered inquiries. Additionally, having a good availability rate can boost customer satisfaction since they will know their calls will be answered quickly.
Ensuring availability in a call center is dependent on having enough resources and staff to meet customer demand. Yet, traditional staffing models are often too rigid to meet fluctuating demand levels or seasonal changes. That’s why many organizations now use automated agents or virtual contact centers (ASA) in order to have greater control over their Availability rates and guarantee good customer service at all times. ASA technology utilizes AI and natural language processing capabilities to provide customers with a highly human-like experience while ensuring that the support team can manage multiple simultaneous conversations with minimal effort.
More Contact Center Availability Resources for Managers
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5 Call Center Challenges and How to Solve Them in 2023 (livevox.com)
High staff turnover. Historically, the customer service industry has always experienced high turnover. Given the shift to remote work and the availability of call center positions, high staff turnover is more common. It can be a big problem for call centers because turnover leads to a loss of institutional knowledge and experience.
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