Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VII, Issue 7

Date: July 1, 2006 - Call Volume Spikes  

According to a report from Jupiter Research, the number of people online who are 65 and over will double from 11.5 million in 2005 to 23 million by 2011. 

How many of you have older customers?  If not today, you will in the future…even if it’s only your customers grown up or older.   

Does your call volume spike on rainy days?  If people are stuck in their house who do they call?  No, not Ghostbusters!  You.  And sometimes they even want to chat more than usual?

 What can you do?  First…

1)  Be patient with your customers.  When you hear the same thing over and over again, it’s not easy, is it?  But it’s worth it.  Be proactive, make a decision that for the next three calls you are going to be patient with your customers (we mean internal as well as external).  Then notice how those interactions went.   Ask yourself these questions.

                  Were the calls easier for you to handle? 
                  Was the customer surprised?
                  Did they feel taken care of?
                 Did the call close in a timely fashion? 
                  How did you feel after those calls?

When I am being patient with a customer (or a spouse, child, mother, father), I feel good about myself and I am not as easy to engage.  By that I mean, I can maintain my perspective because I have chosen not to let anyone or anything bother me, but rather, to be patient.   

When you easily accomplish three calls, move it to six calls.  When you are comfortable with six calls, kick it up a notch to 12 calls. 

Before you know it, your stress level has decreased and you are looking forward to your daily challenge of being patient with your customers (people). 

2)      Use close ended questions to help people focus or to bring them back to the issue at hand.  For instance, if someone is telling you about their weather, vacation, or _____ (fill in the blank), acknowledge what you heard and then ask a question that has a yes or no, or one or two word answer.  “Can I confirm the spelling of your name as R-O-S-A-N-N-E?”  I have to answer either yes or no.  Then you can move to a more productive close.  Don’t skip the part of acknowledging what you heard or they’ll keep repeating it until you do.  If they tend to wander off again, ask another question that requires them to answer yes or no. 

These suggestions put you in control of the call versus being reactive to a customer or have them in control of the call.  The more control you have, the more awareness you have.  The more awareness you have, the more choices you have.  The more choices you have, the more you make great ones.


2006 Human Technologies Global, Inc. All rights reserved.

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