Call Centers Ramp Up for 2012 Elections

By Robin Wilding
Updated: September 29, 2011

Call Centers Ramp Up for 2012 Elections

Elections are a stressful time as election-related services prepare for weeks or months for just a few days of elections service. Call centers are just one of many industries that need to ramp up for the 2012 elections, which are expected to receive a high voter turnout in response to the current state of the country. But contentious times aren't the only reasons election call centers should receive more volume this year: call center volume will also increase significantly during U.S. election times because the call center staff need to be American and local, which cuts down on the outsourcing that is usually done with call center staffing. In addition the electronic voting polls are still causing confusion and issues with the voting public which means call center lines will be busy with electronic poll booth questions and concerns.

To gear up for the 2012 elections call centers are readying the following:

Election-Oriented Help Desk Software

Election questions and support requires different software than traditional call centers generally employ. Call centers working on election phone calls will switch to an election help desk software that can help to integrate things like poll workers, poll locations, maps, voter rolls, etc.

Increasing staff

The elections will force call centers to receive significantly more call volume than they are used to, which will require more staff. Even though it is only for a few days, they cannot cover the extra volume with their current staff—they have to hire more to cope with the expanded volume of calls.

Increased hours

Most call centers will need to increase their operating hours to deal with elections calls as working voters will need to contact elections staff outside of regular business hours.

Better Internet Connection

For call centers running off VoIP call technology the extra call volume will create a temporary need for more Internet bandwidth, which will make them re-evaluate their Internet connection for a few days. Also with more call operators in the office they will require more internet connections thereby decreasing the amount of currently available bandwidth.

More Hardware

Increasing the amount of staff members will be useless if you don't have the hardware to serve them. This means more phones, possibly a bigger PBX, network switches and other potential concerns.

More Phone Lines

More users means more phones, which will inevitably require more phone lines. Whether the call center is using traditional trunk phone lines or VoIP they will require more more lines to handle the additional call volume.

Training Staff

New staff will need to be trained on the system, procedures and information, which takes time and resources. But, even existing staff will require training since they are dealing with a governmental election. Specific procedures will need to be followed, which requires in-depth short-term training. And, specifically this year, call center attendants will need to be well-trained in electronic voting processes as electronic poll booths continue to baffle many voters.

Featured Research
  • The New 2017 Contact Center Comparison Guide

    We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more

  • Best Practices for Contact Center Quality Assurance

    A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more

  • How to Make Your Contact Center More Efficient

    There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more

  • How Analytics Can Improve Your Call Center

    Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more

  • 8 Signs It's Time to Update Your Call Center Software

    Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more