By Alan Adler
COO
Outsource Pros

Like a lot of people, I learned a lot from my grandfather. And, like a lot of people, I didn’t realize what I was learning until years after that fact. Without knowing it, he taught me a critical lesson in striking a balance in the call center.

You see, every spring he would go out to his workshop and pull the cover off his small outboard motor. It was ancient. I remember seeing how its shape and bare-bones design conflicted with new, sleek engines painted in bright colors. But my grandfather’s engine was always well-maintained. He’d spend time preparing it for the upcoming fishing season by cleaning it, replacing worn parts, and eventually adding gasoline and oil.

After all these steps, he would mount it on a stand and pull the cord, coaxing the little engine to life. Sometimes, his little motor would erupt to life, coughing and wheezing as puffs of black exhaust filled the workshop. When this would happen, my grandfather would grab a screwdriver and begin turning a screw here and another screw there. He would adjust a knob and then suddenly as if he were casting a spell, the coughing and wheezing would ease, the exhaust would clear, and the motor would begin purring.

“You have to get the mixture right,” he’d say. “If you don’t, you’ll have problems down the road, and you don’t want that.”

He was right. By tinkering and adjusting the oil and gas mixture in his little outboard motor, we could rely on it to ferry us around our little lake for the entire summer, knowing he got it right at the beginning.

Managing your call center needs the right mixture –  but your mixture is your staff and the demand for your staff. If you don’t get it right, your operation will convulse in mismanagement and wasted resources. By getting it right at the beginning, your operation will purr.

Getting the mixture right means managing the fluctuations in demand and these can be driven by predictable factors, such as holiday spikes, or by unpredictable market forces. Without the ability to scale operations in response to these variations, businesses risk losing customers to competitors who can scale. Hence, partnering with a call center that anticipates and prepares for fluctuating demands is essential.

Understanding The Mix

Seasonal Fluctuations

Seasonal fluctuations are predictable. You know there will be increases or decreases in call volume based on specific times of the year. Retail sales spike during the holiday season. Travel companies see increased activity during summer vacations and holiday breaks. Based on historical data, you can forecast demand reasonably and ensure that enough staff is available to handle the increased volume. By doing this, you get the mix right.

Business Fluctuations

Business fluctuations, on the other hand, can be less predictable. Driven by market forces such as economic downturns, product launches, marketing campaigns, or changes in consumer behavior, demand can swing in either direction. For example, a sudden surge in demand for a product following a successful advertising campaign can lead to a spike in customer calls. Companies that have a plan – and a track record – of being agile enough to respond to these fluctuations maintain service levels and customer satisfaction. Again, they to the mixture right.

The Importance of Scale

Scalability is your call center’s ability to quickly increase or decrease staffing levels and resources in response to changing demand. This is vital for managing both seasonal and business fluctuations. A call center that lacks scalability struggles to meet customer expectations during peak times, leading to longer wait times, frustrated customers, and loss of business.

By understanding patterns in customer behavior and external market factors, businesses can anticipate peaks and troughs in call volume. This enables them to plan and ensure they have the right number of agents available at the right time.

Flexible Staffing Solutions

Implementing flexible staffing options is another key strategy for managing fluctuations. This can include hiring temporary staff during peak seasons, offering overtime work to current employees, or utilizing part-time workers who can be called upon as needed. Additionally, leveraging remote work options can expand the pool of available agents and provide greater flexibility in staffing.

Technology and Automation

Investing in technology and automation can also help manage fluctuations. Advanced call center software can route calls efficiently, provide self-service options for customers, and automate routine tasks. Additionally, technology can provide real-time data on call volumes and agent performance, enabling quick adjustments to staffing levels.

The Mix Right in your Call Center

Choosing the right outsourced call center partner is crucial for managing these fluctuations effectively. A partner – or matchmaker – who understands your business and can scale operations is invaluable. They should have a proven track record of handling fluctuating demands and a robust plan for managing peak times.

The benefits of getting the mix right are clear:

• Enhanced Customer Satisfaction: Meeting customer expectations during peak times improves overall satisfaction and loyalty.
• Increased Efficiency: Efficient handling of fluctuations reduces wait times and improves service levels.
• Better Employee Experience: Managing workloads effectively reduces stress on employees, leading to lower attrition rates and higher job satisfaction.
• Competitive Advantage: Businesses that manage fluctuations well can attract and retain customers more effectively than their competitors.

I learned the lessons of managing fluctuations years ago while puttering across a small lake powered by a purring outboard motor. It had the right gas and oil mixture and with care and attention, your outsourced call centers can navigate your challenges successfully.

Let’s discuss how to get your mix right.