Crunch time is coming. You can prepare for it and sail through it, or you can let it overwhelm you and lose the respect of your clients. Some call centers handle crunch time poorly, no matter how far in advance it’s known. April 15 comes at the same time each year, after all. So does Christmas, Thanksgiving, Memorial Day weekend, Labour Day, the end of the year.
Having your call center in the Cloud offers real advantages for scaling up quickly for peak calling season. Bringing in additional resources, beefing up the servers you already have, and connecting remote agents in temporary locations are all options. Adding temporary servers in the Cloud is far less trouble than adding additional servers to your server room. Your agents are already logging in from a location separate from the servers. Increasing agent capacity could be as simple as adding an extra training class and renting additional office space for a month or two. Also check for obvious problems with your IVR that hurt the client experience.
Once crunch time is over, you can go back to normal. Bring down the extra servers. Let the temporary space go. And start planning for next year’s busy season.