Effortlessly Manage High Call Volumes: Routing Tips for Staffing Businesses

Posted In | CRM | Help Desk | Calling Solution | Staffing & Recruiting Firms

Running a staffing business can be quite challenging, especially when dealing with high call volumes. This can be a daunting task and can significantly affect the business's efficiency and productivity. However, with the right strategies and technologies, managing high call volumes can be made seamless and effortless. Here are some routing tips to help staffing businesses manage high call volumes efficiently.

 

Use Automated Call Routing

Automated call routing, also known as Automatic Call Distributor (ACD), is a technology that allows businesses to distribute incoming calls to specific agents or departments based on pre-determined criteria. This technology can dramatically reduce wait times and improve customer satisfaction. By using ACD, businesses can ensure that calls are handled by the most qualified agent, thereby improving operational efficiency and customer service.

 

Implement Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is another essential tool for managing high call volumes. IVR systems allow businesses to interact with callers through voice recognition or keypad selection. This system can be used to route calls to the appropriate department or agent, answer frequently asked questions, or even handle simple transactions. By implementing IVR, staffing businesses can reduce the workload on their agents and improve customer service.

 

Use Skills-Based Routing

Skills-based routing is a strategy that routes calls to the agent with the most appropriate skills to handle the call. This strategy ensures that complex or specialized calls are handled by experienced or highly skilled agents, thereby improving customer satisfaction and reducing call handling time. Skills-based routing can be particularly useful for staffing businesses that deal with a wide variety of job roles and industries.

 

Implement Call Queue Management

Call queue management is a strategy that allows businesses to manage high call volumes by placing incoming calls in a queue until an agent is available. This strategy can significantly reduce call abandonment rates and improve customer satisfaction. To make the waiting time more pleasant for callers, businesses can provide informative or entertaining content or offer a call-back option.

 

Use Call Monitoring and Analytics

Call monitoring and analytics can provide valuable insights into call volumes, call handling times, agent performance, and customer satisfaction. By using these insights, businesses can identify trends, pinpoint issues, and make informed decisions to improve their call handling processes. Moreover, call monitoring can also be used for training purposes, helping agents improve their performance and customer service skills.

 

Managing high call volumes can be challenging for staffing businesses. However, by implementing the right strategies and technologies, businesses can handle high call volumes efficiently and effortlessly, improve customer satisfaction, and enhance their operational efficiency.