- Do you know about the peak hours in your company, organization, or department during the day?
- Do you know any suitable plan for answering your calls over these hours?
- Do you know that most of your customers calling at peak hours will finally become unsatisfied?
- Do you know that with some slight changes, you can gain some noticeable achievements?
If you’re interested in bringing revolutionary changes in your customer’s satisfaction feeling and your company’s productivity, then follow us through this article.
You might be familiar with Pareto Principle or the 20/80 rule already. Based on this principle, only 20 percent of your customers yields 80 percent of your company’s profit. It also means that only 20 percent of the efforts made by your company will result in 80 percent of your achievements. Or as another example, only 20 percent of the jobs you do at work will turn into 80 percent of the most significant work outcomes.
Today, I’m interested in explaining about applying 20/80 law in the Sales Department and Customer and Support Team.
80 percent dissatisfaction of the customers are caused only within the 20 percent hours of the day
According to this rule, most customers become unsatisfied over only a few hours of the day when their calls are answered late or completely missed. As a result, the whole Sales and Support Departments of your company are presented very non-effective.
How can we find out these 20-percent hours?
1-Traditional
If traditional ways were effective, you would have a better situation for answering your calls. We recommend you not to think of traditional ways as solutions. Keeping track of calls, and doing calculations by each unit personnel, using Microsoft Excel, is like traveling Europe on a horse.
2-Modern way
Taking advantage of Call Management & Analysis Service
In a Call Management and Analysis Service, you become aware of the status of the calls received by your company’s Sales and Support Departments.
You can find out about the peak hours in your company’s departments, at which you receive the highest number of incoming calls.
Using a great tool like a Call Management and Analysis Service, we could keep track of the peak hours? Now, what is the next step?
As I mentioned above, within these peak hours, you have the highest number of unsatisfied customers. To address and manage these hours, all you need is to set up a plan.
The Sales and Customer Help and Support Team’s personnel have to focus on answering the received calls. It might even be necessary for them to suspend some of the other tasks and duties for the only purpose of answering the phones.
Never forget that after peak hours, the situation could reset back to what it was before.
After addressing and successfully managing peak hours in your company, you will see that with only 20 percent of changes in your company, all of a sudden, you have more satisfied customers by 80 percent.
Monitoring and analyzing calls are some comprehensive topics since call status may vary on different days of the week and even in other months.
By using a Call Management and Analysis Service, you are able to know about weekly calls traffic by adding the Call Traffic widget to a dashboard, as illustrated below:
As you see in the chart above, traffic in this particular organization is at its highest level between Saturday to Sunday. And it has the lowest level possible on Friday.
This tool allows you to manage more intelligently. For example, you may not always need ten individuals in the Sales Department on some days. However, it might be vital to have 15 people working there on some other days and during the peak hours of the day. This is known as smart management.
Effective and successful managers use effective tools. If you are intended to bring some dramatic changes to your business, we will be glad to achieve your success together.
We are looking forward to hearing from you. Call us today!
