O’Hare-Midway Limousine Service is – by industry standards – a fairly large entity. With that in mind, it isn’t surprising that we also have a fairly large call center, which is staffed 24 hours a day, 7 days a week. This begs the question…how do you determine the number of people needed to manage the call volume?
There are a number of ways to address this question. usually, simple mathematical formulas are applied, taking average call length and multiplying that by the number of calls taken over a given period of time to estimate how many people are necessary to handle call volume for a given period of time. However, as we find in our office, call volumes can swing wildly by day…hour…or minute. So, do you staff for peaks…or valleys?
Our goal has always been to minimize the length of time a customer (or potential customer) spends waiting on the phone, but the cycle of business doesn’t always cooperate. Certainly, we could add staff for those high demand periods, but typically the peak periods represent a small segment of the overall daily routine, so do you staff adequately for that period – only to be overstaffed for the balance of your day?
Every business is different. We have found that – rather than overstaff at a specific position (in this case a reservationist), we have a support plan that is activated when call volume is excessive, and shift people from other positions into the call center pool until volume subsides to a more normal level. This flexibility keeps payroll costs in line while providing efficient call handling for our clientele.
O’Hare-Midway is constantly looking for ways to enhance the customer services we provide, and welcome comments and suggestions from our customers. We want to know what we can do to make each traveler a lifelong customer and member of the OML Worldwide family. So…
What can we do for you???
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