Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12 - hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume. Which recommendation should the Consultant make in anticipation of higher call volume?

Question

Nyla Ho

Social Studies

2 October, 14:15

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12 - hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume. Which recommendation should the Consultant make in anticipation of higher call volume?

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Answers (1)

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Tony Cooke · Answer 1

increase labor or use methods to entertain the calls

Explanation:

The company is faced with 50% increase in its calls which also leads to increased sales. However, to deal with these rising number of calls there are certain measures that need to be taken,

The consultant should recommend hiring extra work force to cater the rising demand. This new work force can be hired on commission only, percentage for the number of questions answered.

Another recommendation would be to use welcome messages for the customers that would slow down the calls reaching the contact center. This would give extra time before the call reaches the customer supports

Both these methods can lead to a more productive work force leading to increased revenue.