6 ways to effectively manage high call volume
How do you manage high call volume?
You manage high call volume by using automation, self-service, call-backs, extra channels, and a well-tuned IVR to spread demand and cut wait times.
- Automate repeat tasks so agents handle more calls.
- Give customers self-service and call-back options.
- Track your metrics to plan for busy spikes.
High call volume is a direct result of rising demand. Many firms face this, and customer expectations[1] keep growing.
Still, most sales close with few questions. Still, some people just need to talk through a problem.
As call volume climbs, phone systems get hard to manage. So this can hurt customer experience[2] and raise costs. Read on to learn how to handle it better.
What is call volume?
Call volume is the number of calls or messages a business gets in a set time. It is an important metric for service teams to track and plan around.
In telecom, call volume is the traffic on a network or phone line. Also, it is usually counted as calls per unit of time.
For example, a phone system may handle 100 calls at once. So its call volume capacity is 100. If calls go past that limit, callers may wait a long time.
In short, call volume matters for any firm that relies on phones. So they must make sure their systems can take the load.
What causes high call volume?
Call volume can shift a lot month to month. Many factors drive it, including:
- Seasonal or periodic spikes. Holidays or peak sales often bring more calls. For example, customers ask about products, place orders, or seek help.
- Technical or system issues. Problems with a website, product, or service push customers to call for support.
- Poor software integration. Using many chat tools that do not connect can confuse both agents and customers.
- Marketing and promo campaigns. A strong campaign can spark many orders, questions, and calls.
- Limited service options. Few support channels leave phone calls as the only way to reach you.
High call volume frustrates firms, and it also annoys customers. In fact, a Salesforce survey found that 44% of customers feel annoyed when kept on hold for 5 to 15 minutes.
So managing calls well is vital for firms with large customer bases or frequent contact.
Ways to effectively manage high call volume
Plan ahead and give your team the right tools. So they can handle the rush of calls. Here are six ways to manage high call volume:
Leverage automation for your team’s workflow
Automation can streamline how your team works. It also helps you manage high call volume during peak hours.
The right tools let you automate customer support tasks like emails, case routing, and alerts. As a result, your team spends less time on repeat work. Good call center software makes this much easier.
Provide self-service resources
Many people prefer to fix their own issues before they call. So give them helpful self-service resources. For example, this includes FAQs, videos, and short tutorials.
If one question keeps coming up, make a video on it. Then people do not have to ask again. Some customers like this because they can act on their own time.
Analyze your contact center metrics
The best way to learn why calls surge is to study your data. Contact centers rely on metrics to run well.
So look for trends or patterns in past calls. So you can predict future spikes and prepare. By reviewing the metrics of your contact center, you can see what needs a fix. Tracking core call center metrics makes these trends clear.
Offer a call-back option
Sometimes you cannot answer every call. In that case, let callers leave a voicemail or text. Then you can reach them later.
As a result, this helps customers who do not need instant help. A Call back-option also lets you review past cases first. As a result, you cut repeat work and give better service.
Open additional customer service channels
Another way to cut call volume is to add more channels. For example, use social media or a web contact form.
You could also open email or live chat for people who do not want to wait on hold. So fewer callers sit in the queue, and more stay happy. Strong customer service support across channels keeps no request missed.
Optimize your IVR
Your IVR should handle high call volume without crashing. So use a system that spots traffic spikes and adapts.
As a result, calls get answered faster, and wait times drop. You can also add prompts for set cases, such as when a call queue builds up. Modern contact center platforms often build these tools in.
Take control of your call volume and improve customer support
Support can feel like too much when calls pile up. In fact, it gets harder during sudden spikes.
This is a tough problem for many firms. Still, the right steps make it manageable. So use the methods above to help your team answer calls fast.
With strong call volume plans in place, you can lift customer satisfaction and grow your bottom line. Ongoing customer experience optimization keeps those gains steady.
Frequently asked questions about call volume
What is a good call volume for a call center?
There is no single right number. Instead, it depends on your staff and tools. Still, calls should stay within the capacity of your system and team.
How do you calculate call volume?
Count the total calls in a set time, such as a day or week. Then compare it across periods. So you can spot busy trends and plan staff.
What causes sudden spikes in call volume?
Spikes often come from holidays, outages, or big campaigns. Limited support options also push more people to call. So plan for these events early.
How can I reduce high call volume?
First, add self-service, call-backs, and extra channels. You can also automate repeat tasks. As a result, fewer people need to wait on the phone.
Key takeaways
- Call volume is the number of calls a business gets in a set time.
- Spikes come from seasons, outages, campaigns, and limited support options.
- Automation and self-service cut the load on your agents.
- Call-backs and extra channels keep customers off long holds.
- Tracking metrics helps you predict and prepare for busy periods.
Article References:
[1] Customer expectations. Wali, A.F. and Nwokah, N.G. (2018). Understanding customers’ expectations for delivering satisfactory and competitive services experience. International Journal of Electronic Marketing and Retailing, 9(3), p.254.
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