As we say in the contact centre each year, “It’s gonna be May!” Rain or shine (but maybe more rain than usual), we were ready!
Predictably, locate volume exploded in the month of May. While we can't quite beat the Monday blues, our new and returning staff navigated the increase in call volume exceptionally. While the busiest days of the week are typically Monday’s and Friday’s we encourage everyone to go online to submit their requests or call on one of our less busy days to avoid the queue congestion and longer wait times.
While calls take up to most of agent availability, some agents have been hosting online tutorials for excavators of all types. These training sessions cover the submission process from start to finish and give an idea of what each agent is doing when submitting by phone rather than online. Throughout April & June, we typically host over 400 tutorial attendees, many of them repeat callers that are now submitting online. While we're happy to take locate requests by phone, learning how to utilize the website to its full potential gives customers the ability to do nearly everything we do, without needing to wait on hold.
June is just around the corner with the official kick-off to summer! While we typically see less calls in June compared to May, the weather has been more so on the gloomy side, so we’re anticipating a sustained level of activity once summer officially kicks off!
Kyle Huhn – Quality Control Supervisor & Andrea Swift – Team Leader