How to ensure the connection of incoming calls whe

2022-08-11
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How to ensure the call connection rate when the incoming line of the call center surges

Abstract: as far as an insurance company's customer service center is concerned, it receives calls from tens of thousands of customers across the country every day. The load, deformation requirements and size determine the stress of the spring. If there are large-scale natural and unnatural reasons, the incoming line volume will surge, accompanied by a sharp decline in the connection rate. How to minimize the call loss in the case of surge of incoming lines is the test that the call center needs to face at all times

as far as an insurance company's customer service center is concerned, it receives tens of thousands of calls from customers across the country every day. If there are large areas of natural and unnatural reasons, the incoming line volume will surge, accompanied by a sharp decline in the connection rate. How to minimize the call loss in the case of surge of incoming lines is the test that the call center needs to have peak maintenance, loading speed display and other functions at all times. Combined with the work experience of business management, we discuss the surge of incoming lines from three steps: resource reserve, emergency regulation and incoming line analysis. We hope to improve patient compliance through continuous practice and continuous optimization, and discuss the improvement of business indicators

first, resource reserve

as the saying goes, a skillful woman can't make bricks without straw. If there is no sufficient resource reserve, even if there are enough control skills, it will become a piece of empty talk. Make a plan when arranging shifts, and arrange the mobile personnel every day in advance, so that they can be prepared when facing the surge of incoming lines

1. Incoming forecast scheduling

through the analysis of annual and monthly incoming rules in the same period, we can understand the incoming call volume, average processing time, incoming business classification and the related situation with response efficiency, and carry out manpower scheduling through formula calculation

2. Arrange mobile personnel

in addition to the normal shift scheduling, add some manpower as mobile personnel. Once there is a surge in incoming lines, give priority to arrange mobile personnel to go online. At the same time, we registered the address of all seats, the journey time to the company and other information, and divided the seats into three levels

level 1: you can be on duty within 30 minutes

Level 2: you can be on duty within 1 hour

Level 3: you can be on duty within 2 hours. Having done these things well, we can be orderly and controllable when facing the surge of incoming lines

second, emergency regulation

if our answer is mainly completed by 10 teams, each team answers different types of business. At the same time, we also set up a support group, which is composed of back-end teams (quality inspection, training, business management). If there is a resident, we will gradually adjust and control the support group to go online to minimize call loss

1. Resource regulation

when the online manpower remains unchanged, the reduction of standby manpower is usually caused by too many calls after the call, small breaks, regulation (training, meetings) and outbound calls. In daily operation and management, training, meetings, and game activities will reduce the number of standby personnel. Once a large-scale incoming line occurs, it will lead to stationing. During the emergency regulation, whether we have made perfect preparations for the dining, return transportation and even accommodation of the seats, so that the emergency regulation personnel can go online in time, and so on. Understanding the above information and effective communication with people in all links will ensure the effective implementation of our instructions

2. Grading plan

according to the differences in the duration and impact degree of the reasons for the stationing, we divide the emergency regulation into three levels from light to heavy. Level 3: when there is parking, first pay attention to the non standby personnel, the number of outbound calls, 10 minute incoming line volume and other indicators. Set a standard value for the number of non wired personnel, and once it is higher than this standard value, start the three-level plan, that is, arrange non standby and follow-up personnel to stand by immediately, and pay more attention to the online performance of personnel through TL to ensure the efficiency of answering; Level 2: if the train continues to be stationed after starting the level 3 plan, start the level 2 plan, that is, deploy the support team to connect; Level 1: if the phenomenon of stationing has not been alleviated, it is necessary to start the level 1 plan and contact mobile personnel to work overtime. In the actual operation process, there are many cases of three-level early warning, and the latter two levels are relatively few. Programs at all levels need to meet the corresponding conditions when starting, and use data to guide management

III. incoming line analysis

incoming line analysis is a required course after each incoming line surge. By analyzing the area of incoming line (weather, major accidents), business type and the on-site manpower at the time of parking, find out the cause of parking, adjust the stretching speed: 100mm/min, stretch to damage, calculate the arithmetic mean of five patterns, and adjust the subsequent scheduling, so as to ensure the steady improvement of connection volume and business quality

the resident train regulation is not the best but better. We need to make full use of resource reserves, emergency regulation and incoming line analysis through active practice, comprehensive analysis and continuous summary, continue to optimize our business management mode and create a better customer experience

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