Australian industries will be affected across the board after a record low rate cut was announced this week by the Reserve Bank of Australia this week, to just 0.5%.
We’re hearing about the impacts of this amongst our customers already.. Since the rate cut was introduced in an attempt to stimulate the economy and encourage customers to ‘shop around’ for the best rates on their mortgages, insurances and lending, this means that Contact Centres including those of our clients Allianz, Volkswagen and Mapfre will in turn, experience increased customer enquiries.
Accelerated buying behaviour leads to increase call volumes within Contact Centres, exponentially. Contact Centre managers perhaps are on the back foot given the lack of ability to predict this record low rate cut.
Not being able to predict and plan workforce capacity in preparation for market changes, will impact the morale of permanent Contact Centre teams, who will simply not be able to manage the huge fluctuation in customer enquiries. If the company does not right-size their team fast enough, and with quality temp staff, permanent employees will burn out and attrition rates will increase.
When buyers are highly motivated and hold the power to start researching and investigating alternative vendors, patience is non-existent. If customer are left waiting, it is highly likely they will hang up or close chat, and go elsewhere seeking a company that is effectively managing enquiry volumes. If customers are not responded to in a timely manner, they will simply go elsewhere and companies are at risk therefore, of losing revenue.
Our customers seek our service to rapidly scale up their teams when unexpected enquiry volumes hit. For clients like Employsure, Australia’s leading Workplace Relations and WHS Specialists, speed to hire is critical:
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“Previous to using Weploy, our recruitment team took six hours to fill one temporary position, which had a significant impact on the amount of resource we could then put into filling permanent roles. With Weploy, temporary staff positions now take seconds to fill. The team tells me it’s just like ordering pizza - simple, satisfying and a little addictive!”
Michael Morris
Head of Talent, Employsure
We know that the main priority for Contact Centre managers is to reduce the CWT, and leveraging Weploy’s talent pool is the simplest solution to help them scale their teams quickly, with quality temps to rely upon.
At Weploy our passion is to help our customers deliver best in class CX, and contribute to optimal EX. We do this by helping Contact Centre leaders right-size their teams in order to better manage increased call volumes. If you are experiencing higher than normal call volumes since the RBA rate cut, and are open to exploring a new approach to hiring temps, we would love to chat.
Reach us below to schedule a demo of the platform today!
Customer Contact departments today are undergoing an immense shift in their customer operations. For years, contact centres have worked in silo from the wider business operations, focused solely on responding to customer enquiries as quickly and efficiently as possible. But today we’re seeing contact centres evolve and work smarter with a range of departments to become an ultimate new-gen CX Hub.
TONY: We’ve grown our team substantially at Weploy, from three to 25, and culture is starting to become a big topic. As the senior leadership team, we are trying to figure out what kind of culture we want. Can we influence that? Or is that organic? I’d love to know, what does culture mean to you?
For successful business in todays’ unpredictable environment, having an agile mindset when it comes to resourcing is critical. Customer Service teams in particular are under pressure to deliver on expectations and being prepared for flux in demand is essential to maintain their levels of service. We spoke to Customer Service leader Tristan Fardy on a Webinar recently all about how he is able to consistently meet high levels of service, and he admitted his number 1 priority is being able to right-size his team during out of cycle increases.
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