Does an Influx of Calls Overwhelm Your Call Center? Here’s Why.

If your call center experiences a large influx of calls during a small window of time, your customer support representatives may become overwhelmed. Different contributing factors can lead to overworked phone representatives. Fortunately, this common problem has a workable solution that can get your call center back on track.

A Major Uptick in Customer Calls

 

Many companies have struggled to transition their call center staff to serve callers remotely. Onboarding employees to work from home without properly secure networks and phone lines may be a danger to critical data. Call centers often supply callers with private information and must utilize cybersecurity to ensure the safety of their customers.

Avoid an Overwhelmed Call Center

Although the workforce has begun to return to the office, numerous call centers are still operating remotely. To serve callers efficiently, call representatives must be able to seamlessly handle a large number of callers no matter where they are working from.

Cisco’s Unified Communications Manager handles company phone calls, video calls, and other forms of messaging in one consolidated solution that makes communication management simple. The Unified Communication Manager enables companies to remain entirely remote while also offering customers powerful call support and security.

The Unified Communications Manager also features analytics and artificial intelligence tools for assisting customers. Through data gathering and AI technology, your customers will be routed to the correct channel and call representatives to serve your customers’ needs.

 

The Benefits of AI Technology for Your Call Center

  • Reduce your customer’s wait times: AI technology offers your customers immediate responses and can answer simple inquiries so that customers don’t need to wait to speak with a customer representative.

 

  • Offer customers 24/7 support: Many businesses cannot offer their customers continuous support because of limitations with their call center staff, but AI technology can answer your customers’ inquiries any time of day and remain available during holidays.

 

  • Answer non-complex questions: AI technology and call center automation software can also answer customer questions so that some callers will no longer need to speak with a customer representative.

 

  • Help customers more efficiently: Utilizing AI technology can dramatically improve your call center’s efficiency because you can address numerous inquiries without needing to route customers to your support team. You’ll be able to serve more customers in less time by integrating AI technology into your call center’s workflow.

 

In addition to Cisco’s Unified Communications Manager, ATSG also offers other collaboration and unified communication solutions. ATSG can help you get the most out of your remote team. Let us help you manage your business, regardless of what communication tools your company uses. We assist businesses that use Cisco Webex, Cisco Webex Teams, Zoom, or Microsoft Teams by providing helpful insights into how to improve their company’s workflow and remote collaboration.

 

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