What is busy hour?
Also known as peak hour, busy hour refers to the volume of inquiries and tickets that comes in during a certain time. For call centers, it may vary from 11 AM to 1 PM and may pick up again at 5 PM in the timezone they’re following.
Busy hours are different for omnichannel contact centers. Calls may pick up before lunch and before the traffic rush, chats may spike at random intervals, and emails may simultaneously come in the morning.
How to manage the busy hour efficiently
Time differences in global operations can make it difficult for staff to be as creative or focused on the task line as one would like.
It’s important to manage the workforce during busy hours so employees can keep working at optimum conditions. Here are some ways.
While delegating tasks can be automated, team leaders should also make sure that their workforce is using their talents and skills appropriately.
For instance, a technical support agent isn’t going to fit well with telemarketing activities, and vice versa. Team leaders are responsible for ensuring that each member of their team maximizes their skillset and work hours.
Even the most productive email support agent may have unread emails that need to the replied to. Prioritizing backlogs will ensure a smoother flow when the time comes to tackle new tickets and incoming tasks.
Revamp the ticketing system
Some ticketing systems may not be built to accommodate tickets during busy hours. By equipping the workforce with better technology, the company can provide better services to its customers and clients.
Implement call center best practices
Standard operating procedures are put into place to ensure that employees are adhering to the mission of giving high-quality service to their customers and clients.
Best practices can easily be forgotten, especially when the workload peaks during busy hours. Some might even forgo it to hasten the process, leading to low-quality services.
Prioritizing VIPs and VVIPs during busy hours
Companies will always prioritize executives, stakeholders, and C-levels. Dedicating a special hotline, email, or a separate chat app channel for them will reduce the risk of missing an important question raised by an executive.
For instance, if the chief technical officer wants to raise an issue with a product, they have the choice to call a special hotline that guarantees fast service.