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SubscribeA surge in call volume is always good news for your business. It shows more customers are interested in your product or service.
But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. Reports highlight that 83% of callers would avoid a company after a bad brush with the company’s IVR system. It can further lead to a dip in customer experience and a shrinking ROI.
So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use.
High call volume: What is it?
High call volume refers to a scenario in which the number of incoming calls in a call center is exceptionally larger than it is accustomed to handling within a relatively short period.
What you deem high call volume varies depending on the size of your business and the industry in which it operates. This sudden influx of calls can be anything – from customers reaching out and potential leads dialing in to support requests.
When a call surge hits, your sales and customer service teams bear the brunt. If your business isn’t adequately prepared, it can throw your operations off balance and potentially harm your bottom line.
Drowning in calls during peak season? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most!
Challenges with handling high call volume
Not managing high call volumes could cause severe issues for your sales reps and your overall business:
- Long wait times for callers
- Heightened pressure on reps and teams
- Spike in call abandonment rates
- Potential revenue loss
- Frustrated customers and lower customer satisfaction rates
- High average handling times
- Dent on brand reputation
- Diminished customer loyalty and trust
There are plenty of ways you can anticipate and implement strategies to handle high volume calls effectively. But first, let’s find out the common causes that lead to a surge in call volumes.
Wondering how can you avoid call chaos and optimize your team performance? JustCall’s team members’ analytics can help. Explore JustCall today.
Exploring the common causes behind high call volume
There are multiple factors behind buzzing phone lines, both predictable and unpredictable. Here’s a short list of each.
Predictable causes
- Seasonal fluctuations and holidays – Certain times of the year, such as holidays or special promotions, can surge customer inquiries and requests, driving up call volumes.
- Product launches and promotions – Introducing new products or running promotional campaigns can generate customer buzz, enhancing engagement. This could lead to an influx of calls seeking information or assistance.
- Marketing campaigns – Successful marketing initiatives may lead to an uptick in customer engagement. Individuals can connect over the phone to learn more about products, services, special offers, and discounts.
Unpredictable causes
- Service disruptions or outages – Services can experience disruptions or outages. During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume.
- Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. It can prompt individuals to voice their concerns or seek resolution.
- Other factors – External factors, like natural disasters or economic fluctuations, can increase customer inquiries.
How to identify a high call volume?
Spotting high call volume isn’t just about recognizing busy days. It’s about safeguarding your business from potential pitfalls. By pinpointing the crests in call traffic, you can keep contingency plans as backup and save your business from unprecedented losses. Here are a few signs to keep an eye out for:
- Long hold times
- Constant ringing
- Overflowing voicemail boxes
- Burnt-out agents
- High call abandonment rates
- A mounting pile of unresolved tickets
- Long call queues
10 tips for managing high call volumes
Here are a few tried and tested tips to prevent and prepare for high volume calls and avoid those stressful times without losing your cool or your ROI:
1. Use autodialers
High idle times are a big issue for call centers and sales processes, and it is something you cannot avoid with manual dialers. Plus, a lot of agent time is wasted manually dialing each contact, which could be better spent converting leads or helping customers.
Auto dialers like JustCall offer advanced dialing modes such as predictive dialing. This automatically dials multiple numbers and connects agents only to live calls, reducing downtime between conversations.
What’s the best phone provider to handle high call volume?
The best phone provider to handle high call volume depends on your specific needs, budget, and technical requirements. One such phone provider is JustCall.
More than 6,000+ businesses prefer using JustCall. It offers intelligent call routing, a 3-in-1 sales dialer, AI agent assistance, conversation intelligence features, automatic voicemail drop, and 100+ integrations, which can make managing high call volumes a breeze.
2. Integrate with CRMs or spreadsheets
Auto dialers are only half the solution. Ensure your dialing platform integrates with CRM or spreadsheet platforms to avoid post-call manual data entry for agents. Without easy integration, it is also difficult to import contacts from spreadsheets or CRM software.
Integration with CRM systems or spreadsheets like HubSpot, Salesforce, and Zoho allows seamless data management. This includes lead management, call logging, and generating summaries. This automation streamlines workflows and ensures essential information is readily accessible to agents during calls.
3. Provide comprehensive training
We all know that training your agents is essential for building a high-performing team. Without training, your agents can’t handle a stream of calls without making data-related errors. They can also infuriate your customers/prospects, increasing their angry customers.
Employee training gives your team the skills and knowledge to handle high call volumes effectively. Training should focus on communication techniques, product knowledge, and problem-solving strategies. An expert approach in these areas enhances customer interactions and improves efficiency.
4. Harness AI assistance
Ever felt that sales are slipping off your hands or that you can improve your customer experience?
You can use conversation intelligence features to help your sales reps close sales faster and provide personalized customer experiences. An auto dialer with AI can analyze conversations in real time, identify key insights, and automate follow-up actions. This process enables agents to make informed decisions and drive meaningful engagements.
5. Implement call queuing systems
When call volume is high, hold time can also be high, keeping customers waiting. This can result in more irate customers or decreased sales.
Introduce call queuing systems to help manage incoming calls by organizing them in a virtual queue based on priority or order of arrival. Reduced wait time is directly proportional to happy customers and more sales.
6. Offer self-service options
Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers. When your customers face a problem, they can find answers to common inquiries without needing direct agent assistance.
7. Optimize staffing levels
A high call volume requires adequate and skilled sales agents who can handle the calls, decrease wait times, and improve sales.
Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout. This optimized staffing is essential in dealing with high call volumes.
8. Implement callback solutions
Offering callers the option to request a callback instead of waiting on hold can enhance the customer experience and reduce call abandonment rates. Implementing callback solutions allows customers to receive timely assistance while relieving the pressure off of call center resources.
9. Monitor and analyze performance metrics
When you don’t have proper insights into your calling performance, you might face some sales and support issues.
Regularly monitoring and analyzing key performance metrics, such as average wait time and customer satisfaction scores, provides valuable insights into call center performance. It helps to identify areas for improvement as well.
10. Encourage feedback and continuous improvement
Without feedback, it’s like flying blind. How can you improve if you don’t know what’s not working?
You should encourage your customers and team members to provide feedback to keep the conversation flowing within your organization. This will help you identify pain points, address concerns, and implement strategic initiatives to enhance customer experience.
Manage high call volumes with JustCall
Without proactive management, handling high call volume could lead to a mess and a messier profit margin. JustCall’s pocket-friendly cloud phone services can be the life raft for your business needs. From its all-in-one dialer to AI-powered analytics, your reps will breeze through high volume cold calling without breaking into a cold sweat. JustCall offers a host of features under one roof — live call monitoring, on-screen scripts, local presence in over 70 countries, call recording, call transcription, automated call distribution, and much more!
Start the 14-day free trial to experience the JustCall magic today!
