1.Optimize call queue settings:
It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some of its features are:
i) Queue to voicemail:
Using this feature, customers can leave a voicemail instead of waiting in the queue. This helps in reducing FCD to a large extent as it exempts the need of waiting a single minute in the queue. This further helps improve the quality of customer service and agents’ efficiency as well.
ii) Queue callback:
This feature allows the customers to exit the queue and leave behind their details such as contact information so that they can be contacted back. Whenever the agents are available, they refer to the details provided and call back the customers so as to provide them the required information or solve their queries.
2. Optimize your staffing:
This does not mean hiring a lot of agents but planning the entire process adequately. Optimizing your staffing in order to reduce FCD calls for adjusting your team size based on predicted call volume, especially during the peak time. Workforce management and efficient call center software can be used to do this. Moreover, the historical data can be analyzed to better understand the peak times, and staff accordingly. You also need to consider making contingency plans for those times when employees call in sick.
3. Offer self- help service:
In today’s era, customers prefer to get help themselves. A self-service feature on your website or social media profile will help to cut down FCD. By reducing the call flow to your contact center, it will further increase the productivity and efficiency of the agents.
