Efficient call dispatching is a vital component in contact center operations as it connects callers with the right staff who can promptly respond to their inquiries and provide them with solutions. In contact centers, dispatchers use state-of-the-art software so schedules are updated and contact numbers work.
However, obsolete data leads to errors and delays in dispatching. Data should be programmed into the facility’s system to automate dispatches and optimize calls. Eventually, both customers and staff are satisfied, call times are shorter, and overhead costs are lower.
Installing call dispatching in your contact center account increases productivity and improves customer service. Here are some practices that you should adopt:
Early Scheduling
Try scheduling at least one year ahead. The on-call schedule must be updated with the contact center after it is finalized internally. For example, if schedules are updated monthly, the contact center must also be immediately informed. Treating the third-party provider as a department within the organization ensures that all parties concerned are on the same wavelength.
Rules-Based Dispatching
Employees are not pleased if contacted outside of office hours unless there is an urgent concern. Hence, there should be policies on dispatching so the agents will call only for emergencies. For instance, the contact center representative must ask a caller about his or her issue or complaint. Then, that agent can follow the prescribed protocol such as asking the customer to call back during business hours if the concern is ordinary in nature. It is possible to customize scripts and procedures based on the company’s policies and requirements.
Shorter Waiting Time
Customers dealing with emergency situations must not be put on hold or wait for a return call forever. Dispatching to shorten the wait time between the first call and the resolution of the problem is necessary to create exceptional customer service. Automating the upfront greeting is effective. Callers can press 1 for urgent matters and 2 for other calls. It reduces the operator’s talk time and helps emergency callers get assistance fast.
Another technique is to add emergency phone numbers. Some companies prefer to separate pressing requests and normal inquiries. This is done by using two different phone numbers. It helps streamline important calls making it easier to distinguish between new and current client messages.
Publicize 24/7 Responsiveness
All customers want 24/7 customer support. By outsourcing functions to a dependable contact center with dispatching rules, the company can promote its 24/7 support and service to clients. Contact centers are the best option for businesses that cannot afford to hire employees for overnight duty and tasks.
PCS Connect
For companies that require call dispatching services, you can always call PCS Connect at 866-671-4344 during regular business hours.
PCS Connect is your one-stop global business solution for companies looking for customer service issues or seeking effective ROI solutions. Through the years, we have evolved into the leading BPO company in customer service, back-office support, lead generation, and sales.
