Automate Call Management with Concurrent Calls: A Guide for Call Centers

In a world where 44% of customers get annoyed or irritated if they are kept on hold for 5 to 15 minutes and about 90% believe that immediate response is essential, call center agents are bound to feel overwhelmed and pressured. This leads to reduced productivity. 

That’s why ensuring that your agents deliver excellent customer service without the added pressure depends on the technology you utilize.

In this guide, we will understand how you can efficiently manage multiple calls through automated concurrent calls, thus effectively reducing stress and increasing agent productivity.

5 Challenges Call Centers Face

No matter how many agent training and development practices you use, your agents can only do so much without efficient ways to manage your customer calls.

Overwhelming Call Volume

Inefficient call management often leaves your agents struggling with the volume of incoming calls, leading to your customers facing long wait times. About 22% of customers think wait times are too long, which leads to high call abandonment rates. Customers who remain dissatisfied form a negative perception of your business. 

Missed Calls and Opportunities 

The longer the wait time, the higher the number of missed opportunities. You can miss potential sales opportunities when callers cannot reach a live agent. Some customers can also turn to your competitors out of frustration. 

Inconsistent Call Handling

Manual call management often results in inconsistent responses and poor customer experiences. This inconsistency leads to miscommunication and potential misunderstandings with your customers. 

Scalability Issues

When there is a surge in call volume (during times like promotions and product launches), your customer support may be unable to handle the rising calls efficiently. This is because your existing infrastructure may not be equipped to handle scalability demands.

Complex Call Routing

Inefficient call routing leads to delays and misdirection, affecting your service quality. Moreover, it also leads to underutilization and waste of resources, as some agents might be overworked while others are underworked. 

How Can Concurrent Calls Help?

Concurrent calls, or simultaneous calls, are an excellent way of increasing the efficiency of your call center. Whenever a client calls, multiple phones will ring simultaneously. This ensures none of your calls go unanswered and customers receive a quick response. 

For instance, when CrowdStreet, a real estate investment platform, focused on improving its response time and call quality consistency, it saw a dramatic increase in efficiency (saving up to 12 hours per week per member!) and significant improvement in its customer service. 

Here’s how automated call management with concurrent calls can help you:

Improving Call Handling Efficiency 

With concurrent calls, your callers do not have to face long wait times. Since any incoming call goes to multiple agents simultaneously, the wait times drop significantly. It also allows your agents to multitask as they can assist more customers in a shorter amount of time. This leads to a better customer experience. 

Automated Call Distribution

With automated call distribution, you can increase your contact center’s productivity by 75%. Automation systems use real-time data to intelligently distribute incoming calls based on agent availability, skills, workloads, etc.

They also ensure the workload is balanced among all agents and improve team productivity. For efficient automatic call distribution across teams, you can use a powerful tool like JustCall. Its intelligent call routing and call queue features increase customer satisfaction.

Immediate Response

Simultaneous calls simplify communication by offering customers immediate and quick assistance. They also increase your chances of resolving customer issues in the first call itself, reducing the need for follow-up calls. 

Better Customer Satisfaction

Customer service experience today is more critical than ever. 93% of customers are more likely to do business with a company again after an excellent support experience. Concurrent calls offer a superior experience by providing prompt assistance, even during high call volumes. 

Improved Scalability

Concurrent calls coupled with call automation and scripting techniques ensure your systems are scalable and can easily adjust to changing call volumes without significant disruptions. Automation also ensures your resources are efficiently allocated.

How to Add Concurrent Calls to Your Call Management System?

If you want to add the feature of concurrent calls to your contact center, consider using call center software integration solutions like JustCall.

JustCall offers concurrent calls to ensure consistent availability. Here are its features:

• You can set up to 7 phones to ring simultaneously for one incoming call.
• Your team can handle each customer’s query seamlessly.
• The call is connected to the first person to answer.
• It allows you to set up “always on call” mode for quick customer response.

Here’s how you can set up concurrent calls:

• Create an account on JustCall.
• Get your phone numbers. JustCall offers numbers in over 70 countries. 
• Set up the features you need, including call recording, call and SMS automation, concurrent calling, etc.
• Start making and receiving calls through web, desktop, and mobile apps. 

GetMovers, one of Canada’s most successful movers, increased sales conversions by 30-40% by leveraging JustCall’s simultaneous ring service.

Unlock Efficiency With Concurrent Calls

Today’s customers value efficiency and prompt response above all. And to build customer loyalty, it is crucial to offer precisely that. With concurrent calling, you can rest assured that no calls will go unanswered in your call centers. As multiple agents will be alerted at the same time in case of an incoming call, they will be better equipped to handle customer queries and provide immediate responses. 

With JustCall’s Simultaneous Ring feature, you can boost your customer response time and manage all customers with ease.