It’s no secret that the dinner rush can be intense in the pizza industry. Hungry customers calling in their orders at peak hours creates a challenging environment for call centers. However, Kanekt 365 has mastered handling these peak times with precision and finesse. How do they do it, you ask? The answer lies in data, strategy, and a dedicated team ready to tackle the influx of orders.
The Power of Data
One of the key ingredients that helps Kanekt 365 excel during rush hours is their access to data. Not just any data, but data that’s so good it allows them to predict minute-to-minute call volume trends, day-by-day variations, and even holiday estimated calls in advance. This insight enables them to make well-informed decisions to effectively staff their call centers.
Scheduling for Success
Armed with data, Kanekt 365 call centers can precisely schedule their agents. They strategically deploy full-time and part-time agents to minimize client costs while maintaining quality service. During peak times, often called “spikes,” part-timers are scheduled to work, ensuring the call center has enough agents to handle the increased call volume.
Key Performance Indicators (KPIs)
When calls start coming in quickly, keeping track of performance metrics is crucial. Kanekt 365 has multiple KPIs displayed on screens to monitor real-time performance. They maintain staffing tables with detailed information about each agent, including contact numbers, schedules, and top performers regarding minimum call handle times and wrap-up times.
Halting Breaks
During peak hours, all scheduled breaks come to a halt. It’s all hands-on deck to ensure customers’ needs are promptly met. This means that even though agents have scheduled breaks, they are prepared to delay them to provide excellent customer service during spikes.
IT Support
All Kanekt 365 call centers also have dedicated IT teams that are on call during peak hours. They monitor the systems and software for potential issues and address them swiftly to ensure the operation runs smoothly and there is no wait time in answering calls.
Supervisor and Team Leader Support
Supervisors and team leaders play critical roles during peak hours. They are strategically assigned key positions where they can problem solve and answer questions quickly. Some handle escalations, some assist agents with questions, and others listen to longer calls to help agents wrap up more quickly. Supervisors may be responsible for rounding up agents who are on break, and returning them to their posts.
All-Hands-On-Deck Mentality
During peak hours Kanekt 365 requires an “all-hands-on-deck” mentality. The focus is on achieving the quickest turnaround while maintaining service quality. The call centers are prepared for all scenarios because they are experienced and understand that any situation can arise.
Managing Wait Times
When call volumes spike and customer wait times could increase, Kanekt 365 call centers employ various strategies. They prioritize wrapping up calls faster, offer call-backs to customers willing to order later and, can even call in agents as backups in the worst-case scenario. These backup systems may include calling in agents who were off that day, providing overtime bonuses, and offering promotion points as incentives to come in and help.
Operations Staff Join the Fray
To handle the peak demand, all hands on deck might also include more than call center agents. Other operations staff who are also trained on the brand and menu may be called upon to take calls as well, with the understanding that in times of crisis, the goal is to prioritize resolving the spike in call volume, no matter what it takes.
These reasons are why Kanekt 365 excels during peak hours. We have perfected the recipe for success. Contact us now to join our team and never have a peak order night that can’t be handled effectively.
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