Speed and efficiency are two of the most important factors in maintaining call center service. When call volume is at its highest, small advantages in individual calls make large gains overall.
On January 3rd, 2014, CAA Québec handled 11,821 Emergency Road Service (ERS) calls, nearing their last call record of 12,578 calls. To manage the increased volume, the club brought in 46 overflow call takers from other departments and gave them some quick training on ERS. However, there were still members waiting in the queue, maxing out their phone system. The club felt that they were wasting “a lot of valuable time repeating and asking for information,” according to call center management, and decided some improvements were needed.
The solution was multi-faceted. First, they wanted to get a road service call into the system faster, bypassing redundant or more complicated information when it was unnecessary. Second, they wanted to do this with minimal training for overflow call takers. Third, they wanted to route calls by the skill set of the call takers, ensuring that more complicated calls went to more experienced call takers.
To provide this solution, Campana developed the Quick Call Receive feature. Quick Call Receive relies on geocoding where latitude and longitude for a member’s home address has previously been captured. Then, when a call is received, ERS automatically has the member’s coordinates if they are calling from home. The Receive a Call window bypasses all location prompts, including mapping, and goes straight into the vehicle information. This decreases the time needed to dispatch and provides a more accurate and efficient call receiving process, thereby improving member service.
On January 8th, 2015 CAA Québec handled 14,658 calls “with a certain ease, compared with previous years,” needing only 20 overflow call takers. This new record, 2080 calls higher than their previous record, “was the result of many things that together end up working very well,” according to management.
Having previously geocoded their member’s addresses, the phone system redirected calls from home to the overflow call takers. The “learning curve for using Quick Call Receive was easy,” allowing overflow call takers to pick up and keep up the pace of their calls. The simplified process for members requiring a boost was an initiative that was “mostly beneficial to the overflow call takers’ team who were less experienced.” It saved 29 seconds per call for overflow call takers and decreased the amount of training necessary to handle a simple call.
Overall, the Quick Call Receive feature helped CAA Québec “with the time saved, to capitalize on member’s relationships rather than asking redundant questions.” Because of their boosted call-taking speed and the increased automation in dispatching, they received fewer call backs from members requesting ETAs and fewer complaints. In addition, the club found that this feature provided a “stress and fatigue reduction to [their] staff and services.”
To find out more about the Quick Call Receive feature, contact Steve Lang either by email or by phone (1-800-463-2688 ext. 271).