Unusual spikes in inbound calls: how can you handle them without losing contact?

How do you handle unusual spikes in inbound calls when a food safety alert occurs or demand surges unexpectedly? What about a product recall affecting a very large audience, which, depending on its severity, may cause immediate panic?

In most cases, Consumer Service is inundated. The consequences are predictable: very long waits, high abandonment rates, lost contacts and frustrated users.

At the beginning of an alert, definitive solutions for closing requests are generally not yet available, as the company establishes them later. It is therefore essential to collect all necessary data promptly, both to retain contact with the customer and enable efficient follow-up.

What are the main reasons for a company to adopt Sharing?

Companies with in-house or outsourced customer service that seek efficiency and quality choose processes and applications that reduce handling times and ensure information security. Sharing is valuable to both the company and its own or co-packer's production site because it ensures an efficient product complaint process:

Drawing on years of expertise in high-quality consumer contact management, PSP developed a contact centre solution integrated with its proprietary Jeko software. It captures information about freephone callers in real time, together with data processing consent, classifies it correctly and makes it available to operators for handling according to complaint or request priority and the company's instructions.

Strengths of the alert service for unusual spikes in inbound calls

Fast, efficient collection of reports through:

• telephone access with automatic priority management, informative feedback to consumers and, where needed, data collection to handle specific cases
• a contact form customised for complaint handling, accessible through a simple QR code that can be displayed at the point of sale

Real-time analysis of requests to develop effective action plans

Efficient preparation of responses to consumers

Sending responses through different channels according to agreed criteria (callback or email)

The service is prepared and configured so it can be activated very quickly when needed.