INDUSTRY · E-COMMERCE
Call handling for E-commerce
The usual problem: Support volume spiking faster than the team can grow. Samantha answers first, works out why they are calling, and gets the ones that need a person to the right one.
ON THE CALL
What happens when someone calls
How the first layer of the phone handles a call in this industry.
- Order and delivery questions answered
- Peak-season volume absorbed
- Returns captured accurately
- Complex cases escalated with context
What you are trying to get out of it
- Answer the routine questions
- Handle peak load
- Faster resolution for the rest