Financial uncertainty leads to longer and more frequent calls to accountants and financial consultants, placing additional strain on already overworked staff resources.
Financial uncertainty is causing an increase in the volume and length of calls to accountants and financial consultants, putting additional strain on already overburdened staff resources.
From a practice management standpoint, we suggest the following five methods for controlling the volume of customer support while completing the task at hand:
- Dedicated assistance. Financial institutions now understand the value of greater accessibility and the necessity of providing additional support during uncertain times as a result of the pandemic. Set up dedicated phone support to assist customers experiencing financial difficulties.
- Perform an empathy test. People who answer phone calls must be compassionate. People want to feel heard, understood, and supported—especially during stressful times. As a result, calls will probably take longer because there will be more to explain and perhaps more complicated needs. Don’t rush your team off the phone; instead, give them the time and resources they need to support customers fully.
- Quickly return phone calls. People’s patience is frequently tested when they are anxious. Ensure that calls are returned promptly and put additional internal or external resources in place as needed. Additionally, keep in mind that customers expect support outside of regular business hours, so call-handling teams need to be able to handle calls late at night and early in the morning.
- Make useful content. Numerous client calls will center on common questions like “How will this new regulation affect me?” Create clear website content to address the most frequently asked questions by selecting them. Client self-service will be facilitated, and Live Chat teams will have useful content to direct users to.
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