It’s Saturday, and business is flowing but then the phone calls start coming in and don’t stop for the rest of the afternoon. So what is the best way to get valued customers off of long holds (or worse, from hanging up), even when you’re slammed?
High call volume can be a major headache. Handle it well and you can avoid big issues like lost sales, frustrated customers, or overworked employees.
Let’s walk you through what it means to have a high call volume and some helpful tips and tools to get everything back on track.
What does high call volume mean?
High call volume is exactly what it sounds like – when your business gets so many calls that it’s tough to keep up.
Agents’ stress levels rise, overwhelm starts to kick in, and they might not perform at their best – which is bad news for the customer experience. And let’s not forget about the business side of things. High call volume can lead to lost sales, unhappy customers, and even a damaged reputation. Who wants to be known as the company that keeps customers on hold for hours?
Is high call volume good?
Ever heard of the saying that “too much of a good thing is bad”? The same goes for call volume. On one hand, high call volume is a green flag for “business is doing well”, but on the other, it can be a challenge if you’re not prepared or properly staffed to handle a higher influx of customers calling in.
If you just opened up a new restaurant, a packed house is great news for business – but could be an extra strain on your staff. Long wait times and wrong orders are a formula for unhappy customers. High call volume is a good problem to have, but manage it wisely.
Impact of not managing high call volumes properly
Struggling to keep your head above the tidal wave of incoming calls? Not being able to manage high call volumes can have a ripple effect on your business. Customers don’t have the patience to hold all day, and you simply can’t afford to keep them waiting. Here’s why:
Wait times: Waiting for hours is frustrating and can lead to customers hanging up before they even get connected to your call center reps or in-house staff for help.
The big disconnect: When customers get tired of listening to hold music, they simply abandon the call which means lost sales for you and poor-quality customer service for them.
Revenue loss: Frustrated customers will most likely take their business elsewhere to get the attention and service they deserve. Fewer customers is a direct link to a loss in revenue.
Vocal customers: Unhappy customers are more likely to post negative feedback about your business, damaging your reputation and influencing potential customers to avoid doing business with you.
Employee burnout: Agents on the other line of high call volumes can become overwhelmed and stressed. These agents are less likely to deliver a positive customer experience for the customer calls they do answer.
What causes high call volume?
Ever wondered why your phone lines ring more at certain times? High call volume comes in waves, and understanding the forces behind it can help you prepare and manage it better.
1. Seasonal Changes:
- Holidays: Think Black Friday, Cyber Monday, and the holiday season, creating a big surge in shopping and customer inquiries.
- Peak Seasons: Some businesses ride with the seasons, like tax season for accountants or summer for smoothie cafes.
2. Marketing Promotions:
- Sales and Discounts: When great deals go live, customers are more likely to reach out with questions or to place an order.
- New Product Launches: New products are buzzworthy and, consequently, may also keep your phones buzzing with excited customers.
3. Service Outages or Disruptions:
- Tech Issues: If your website is down, customers will likely call in to report the problem or reach out for help until things are up and running again.
- Natural Disasters: Extreme weather cause power outages which disrupt operations and can turn up the frequency of frantic customers calling in.
Solutions for handling high call volume
Navigating high call volume is challenging for any business. Here are a few tech-first solutions that can help you manage the chaos.
IVR (call menu)
IVR is an automated phone menu that guides callers through different options depending on their needs. For example, they might hear, “To place an order, press 1. To check your account balance, press 2.” This system uses prompts to help route calls to the appropriate department, reducing the workload (and stress) for your agents.
Call forwarding
Wondering how to balance meetings, projects, reports, and PTO? With call forwarding, you never need to. If you’re swamped at your desk, you can forward calls to your mobile phone. Or if you’re out of the office, you can have calls forwarded to a coworker, that way, every call is answered, even when you’re on the go.
Automated call distribution
ACD software uses algorithms to analyze call volume and agent availability in real time. It can even prioritize calls based on urgency or customer importance. This means that VIP customers or those with urgent issues can be connected to an agent more quickly.
Leveraging self-service and callback solutions
Sometimes, the best way to handle customers’ needs is to let them help themselves.
Self-service options (FAQs and knowledge base)
When customers search for FAQs or watch a 5-minute tutorial, they won’t have to pick up the phone (and neither do your agents). Another way to manage high call volume is the callback method. If a customer can’t get in touch with a rep right away, they can leave their number and request a callback when the agent is available.
Optimizing staffing and workforce management
Having the right people in place at the right time can make all the difference, especially when your phone is ringing off the hook.
Monitoring call volume patterns
By monitoring call volume patterns, you can pinpoint peak times and adjust your staffing and bandwidth to handle calls more effectively. This means having more hands to deliver better customer service when it matters the most.
Cross-training agents
Cross-training your agents creates a more flexible workforce that adapts to changing call volume. If one department is overwhelmed, agents from another department can step in. It’s a win-win for customers expecting exceptional service and employees trying to avoid burnout.
Revisiting work schedules
Sometimes, a set schedule just doesn’t work. When call volume fluctuates (keep your eyes on volume patterns), it’s important to be able to man the phones to meet the demand. Make sure to revisit your work schedules and consider options like flexible hours or shift swapping, so high call volume doesn’t get out of hand.
Utilizing advanced analytics and AI
Technology has come a long way since phone operators artfully made connections on a switchboard. Today, AI-powered tools are designed to streamline call handling with automation; AI-powered chatbots handle routine inquiries while your agents are free for calls needing more finesse.
How can I handle high call volume with Upfirst?
Overwhelmed by constant ringing and frustrated customers? Upfirst offers a smarter solution. Our AI-powered tool answers calls automatically, handling frequently asked questions, collecting essential information, and taking messages when needed. With Upfirst, you can:
- Reduce hold times and improve customer satisfaction
- Free up your team to focus on complex inquiries
- Ensure consistent, professional responses 24/7
Don’t let high call volume hinder your business growth. Join the Upfirst waitlist today and revolutionize your call handling process.