Are long wait times driving your customers away? Did you know that nearly 60% of customers cite extended hold times as their top frustration when calling businesses? If your team is drowning in calls and you are not keeping up, it's time for a strategic shift - consider 24/7 call service.
High call volumes aren't just a minor inconvenience; they're a clear sign that your business is outgrowing its current capabilities, especially if this surge lasts for weeks. For small to medium-sized businesses, handling calls efficiently is key to keeping customers satisfied. With that in mind, here are five effective ways to manage high call volumes in your business.
Create an FAQ page
81% of customers try to resolve issues on their own before contacting a live representative. As a customer yourself, you may not find this surprising.
For this reason, it’s beneficial to create an easy-to-navigate FAQ page. Include common topics such as rent payment procedures, maintenance request processes, lease terms, pricing, and move-in/move-out guidelines. This reduces the volume of repetitive inquiries.
When tenants find answers quickly, they won’t repeatedly call. This means your team can focus on more complex issues that need detailed attention.
Schedule Your Team Accordingly
If you expect an increase in call volume, start by reviewing your team's work schedule. Ensure you have enough staff to handle the surge and check for any upcoming vacations or sick leaves that could reduce your workforce. It's important to balance the workload so you have the right number of staff handling your phone calls without overloading them. Managing these changes can be a hassle, but it's essential for maintaining smooth operations and preventing burnout among your team members.
Analyze Your Call Data
Reviewing your call data also helps you anticipate surges in volume. Start by examining data from the past few weeks or months to identify trends. Look for periods where call volume spiked. Were there seasonal promotions? Did rent reminders go out? Were there seasonal maintenance requests? Did any property issues arise?
Understanding these causes helps you prepare for future increases in call volume. Additionally, Consider hiring virtual assistants on a month-to-month basis to handle these spikes. This flexible option allows you to scale up or down without long-term commitments, ensuring your team remains efficient during busy periods.
Hire Customer Service Personnel
If you have one person managing hundreds of communications daily, important issues will inevitably be missed. Hire dedicated personnel to manage calls, emails, and other communications. This ensures every tenant and owner receives timely assistance and nothing is overlooked. Adding specific staff members helps maintain high service levels and tenant satisfaction, keeping your operations running smoothly.
Outsource Your Calls
Hiring new staff to solely handle the calls is expensive and inefficient. If you’re looking for a more practical solution, outsource your calls instead. Consider a 24/7 call service offering pay-per-minute services, allowing you to pay only for the time spent with callers.
Additionally, opt for an answering service specializing in property management. At our 24/7 property management call center, our agents understand property management terms and roles. They also have 80 hours of fair housing training. This familiarity helps them handle calls more efficiently compared to general call centers. By outsourcing to us, you save money and ensure tenant satisfaction. It also frees up your team to focus on complex tasks, ensuring every call is handled effectively.
Our 24/7 Call Service Is All You Need
Don't wait another day to transform your customer service and reclaim your time. Turn to our 24/7 call service to give your tenants the seamless support that they deserve. Schedule a demo now and discover how our tailored solutions can revolutionize your property management experience.