Fonolo, the leader in cloud-based call-back solutions for the contact center, today announced the launch of its new call center crisis guide: How to Prepare Your Call Center for Seasonal Call Spikes: Utilities Edition. The new publication provides practical tools for call centers to improve customer interactions during weather-related spikes in call volume.
Call centers in the utilities industry face drastic spikes in inbound call volume due to seasonal changes and unforeseen weather events. Widespread outages caused by summer or winter weather can easily overwhelm a utility company’s phone lines. To compete in this increasingly competitive industry, utility companies must focus on customer service, as 76% of consumers see it as the true test of how much a company values them.
“Fonolo’s utilities customers see extreme spikes in call volume, some predictable, and some unpredictable. But whatever the weather, they are well-prepared,” says Samantha Mehra, Marketing Communications Manager, Fonolo. “It’s important that call centers ready themselves for an unexpected influx of calls related to power outages, weather disasters, and other seasonal issues. Fonolo’s new guide will help call centers weatherproof themselves in a matter of four pages.”
Fonolo’s guide outlines the key ways call centers in the industry can prepare before open enrollment begins. It includes vital tips on:
- How to optimize outbound notifications;
- Workforce management;
- Managing spikes in call volume; and
- Training.
The guide is a must-read for any customer service leader looking to improve their call center and contact center infrastructures, whatever the season.
