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  • Daniel Sarfati

Serial Callers will Kill your Call Center Operations - You Must Stop Them Now!

Large Call Centers providing emergency or e-commerce services are facing an unprecedented challenge under the current covid-19 crisis: a sudden increase in incoming calls and at the same time a reduced staff due to the anti-crowd regulations.

To make things worse, Serial Callers, the ones who call tens of times each day, are clogging call centers and worsening an already critical situation. Typically Serial Callers are only 3-5% of all callers, but they make up a whopping 25-30% of all incoming calls. A bad problem even during good times becomes a critical problem during a crisis.

The good news is that Serial Callers can be predicted through sophisticated AI technology well before they ramp up their calls. They can be then called proactively by a specialized team, taking them off the queues and freeing resources to attend to all the other callers.

By looking at previous patterns on how specific “customers” become Serial Callers it is clear that those are often frustrated callers; a situation that is only worsened by the current events we are all facing. Predictive AI makes it possible to identify such behaviors while they are still brewing and to intervene proactively before the situation escalates. Dedicated agents can call predicted Serial Callers before the situation gets out of hand and intervene to solve their problems proactively. An early intervention will also help solve any issue faster and before it becomes more complex.

A similar technology can be used to identify real emergencies, such as callers who have already been identified as quarantined or even affected by the virus. Those callers can be routed quickly through the queues and provided with a speedy answer even under the most stressful situations.

Stopping Serial Callers in both emergency/health care and in e-commerce call centers can reduce the actual waiting calls by up to 20-25%.

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