Big events take a lot of preparation, whether it’s organizing the event catering, figuring out ticket sales and collection, or booking entertainment and venues. During all of this planning, you’re probably also thinking about how you want to communicate the event to your target audience. Are you having attendees sign up beforehand? Can they call in with questions about the event? Do they need to RSVP for a head count? These are important questions to consider regarding your event’s telecommunications.
When organizing an event, you want to make sure that your phones are ready to handle the increased call volume. Large events mean that there will be more people trying to communicate with you, so you want to make adjustments for that. Here are 4 steps that you can take to prepare your phone system and your staff to handle these calls more effectively:
Review Trends from Previous Events – Chances are, there have been similar events in the past, so be sure to learn from those experiences. Call accounting is a great tool that can help you learn about patterns in your communications. By looking up information on calls during and before previous events, you can have an idea of what calling patterns will be like for your event. Being aware of trends can help you better prepare yourself and your staff.
Speed Your Outbound Dialing Campaign – If you’re planning an outbound calling campaign to promote the event, then you want it to be as effective and efficient as possible. You only have a limited amount of time before the event occurs, and you want to reach as many people in the community as you can. See if your call center is using any tools, such as an Automated Dialer, that can help speed up the process of making outbound calls. Automated dialers use predefined call lists entered by supervisors. Once an agent enables their dialer, their phone will automatically start calling out to those numbers! This not only saves time on dialing, but it also minimizes misdials and confusion.
Adjust Staffing – If you can, rearrange your staff in order to better fit the increased call volume. Let’s say that you discover a trend that the weeks leading up to an event, there are generally more people calling in between 5-8 pm, and very few people calling in before noon. Adjust some of your employees’ hours for those weeks to have more people covering the later shifts and fewer people in the morning. This small change can help you better adapt to the incoming calls and make sure that calls are answered more quickly.
Monitor Your Queues – Monitoring call activity in real-time is especially important when you’re expecting an increase in calls, whether these calls are inbound or outbound. Set up alarms to let you know when there are too many calls in queue or if a customer has been waiting in line for too long. This can help you take action right away, and make sure that they get the help they need. Using real-time monitoring, like DATEL’s Unified Contact Center SWEET!, can help you get a better understanding of how your calls are being handled as it happens.
To learn more about DATEL’s Contact Center Management Solutions for both small to mid-sized businesses and enterprises, please visit http://www.datel-group.com.