Peak management

Mastering peak management - elevate your contact centre experience

Whether it's planned peaks like Christmas or Black Friday, new product launches with agent shortfalls or unexpected challenges like extreme weather and power outages, organisations need a strategy and resources to manage fluctuating customer demand.

Peaks in demand call for a significant ramp up in agents, training, insight and technology – something we’ve become experts in over the years. But a lot more happens behind the scenes.

Working alongside our hyperscalers, we are helping to deliver a more proactive and personalised approach to peak management.

Capita Contact, our self-service platform, helps you to adapt quickly, letting you scale your customer experience delivery requirements with ease. It’s a generative AI-powered contact centre solution, capable of transforming your customer experience and enhancing operational efficiency during planned and unexpected peak times.

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Capita Contact can help with:

Effective peak management

Enhanced caller experience

Resource optimisation

Operational efficiency

Improved team performance

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1. Effective peak management

Leveraging automation and AI, Capita Contact efficiently manages peak times, ensuring consistent service quality and handling higher call volumes without compromising caller experience or operational efficiency.

2. Enhanced caller experience

Automating simple interactions allows service teams to focus on complex activities, providing a personalised and outstanding customer experience, even during peak periods.

3. Resource optimisation

Future automation capabilities will prioritise resources for businesses needing extra support during high-demand periods, ensuring timely and high-standard service.

4. Operational efficiency

Integration with our technology partner accelerates our managed service offering. The platform is scalable and can be deployed quickly and securely.

5. Improved team performance

Sentiment and trend analysis, along with feedback, enhances team skills and increases “right first time” metrics. Onboarding time for agents is reduced by 50%, and staff attrition rates are expected to be 10-15% lower than the industry average, ensuring a stable and skilled workforce during peak periods.

Interested to learn more?

Capita Contact is at the forefront of mastering peak management. By focusing on complex activities and automating simpler tasks, you will be able to deliver exceptional service, even during the busier periods.

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