The peak busy hour in telecommunication is defined as
the peak one-hour period during the day when the largest volume of subscriber
traffic (in terms of CPU, memory utilization, or IOPS) is handled by top call
center outsourcing companies.
It is an uninterrupted period of 60 minutes for which
the average intensity of busy hour traffic is maximum. It is said as the busiest hour of
the busiest day of the normal week, excluding holidays, weekends, and special
events.
The 60 minutes act as a chance of enhancing the
digital image with online reputation management with continuous support with
technical implementations of chatbot and other AI-based services, for
effortless go. Now, that you have a clear understanding of what is a busy hour
in telecommunication, you can implement modern technologies and ideas for the
improvement of services during that time duration.
Here are a few tips you can implement in order to
effectively manage the busy hour in telecommunication at your call center:
1)
Plan in advance
It is vital that your call center agents are aware of
the busy hour traffic. As managers mostly keep a track of the peak hours in a call
center set up, it is their duty to inform their agents of the same. If the
agents have information of which hour constitutes busy hour, they will be
prepared for it and will not be taken aback when the volume of incoming calls
starts to peak.
In order to identify the busy hour traffic correctly, call
centers should analyse the call volume on an hourly basis for the last few
months and identify the hour when this volume surges. Once they have an idea of
the past trends, they can accurately forecast the busy hours for the days to
come. Managers can, accordingly, recruit additional agents to help if and when required.
2)
Upload Self-help Videos on your Website
Your customers can have complex queries that they want
answers to. If your company has a website offering online service, count on
multi-media to resolve such queries.
For example, you can upload brief videos on your site
that offer answers to issues many of your customers commonly face. This will do
away with the need for making a call and the volume of calls during the busy
hour traffic will automatically go down. The call centers of some of the well-known
companies use this approach in order to provide their customers with
hassle-free support.
3)
Automate all Manual Tasks
To handle the sudden spike in incoming calls, managers
need to make sure that their agents have all the relevant information on their
personal computers, so that they can view the details related to any caller merely
by touching a few buttons and do not need to switch between screens in order to
view and edit duplicate or inaccurate customer details when taking a call. If
you are able to automate manual tasks, you can streamline call handling to a
significant degree.
4)
Update Status Message for Calls on IVR
Your customers should be provided with information
regarding the time they should connect with a call center agent when their
calls are placed in a queue. The IVR should redirect these calls to a self-help
service on your website. During busy hour in telecommunication, it is possible that the waiting time
for a call may exceed over a minute. In such a scenario, the IVR should
redirect any such calls to the ‘not-so-busy’ hours of the day.
5)
Take Customer Feedback into Account
Taking customer feedback into account is essential for
any kind of organisation and a call center stands as no exception. In order to
bring down the call duration, the agents can question some of the callers on
how they can accomplish the same. While all the callers may not respond to
these questions, some of them definitely will. Even if the agents are able to
save a minute or two on some of these calls, they will able to manage the rest
of the calls in an efficient manner.
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