Simply put, high call volume is when the number of inbound calls is more than your team can answer. Keep reading and understand the causes of high call volume, its impact on the contact centre and the business, and the corrective and preventive measures. In the long-term, it will make you lose customers and employees.
If you don’t have a strategy to handle high call volume and the seasonal or event-related spike in calls, you may be jeopardizing customer satisfaction, brand reputation, and the company’s profit.
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And when the call volume is high, so is the average waiting time.īut not being able to handle the upcoming calls may be perceived by your customer as not understanding how to staff your contact centre properly or, worst, just not caring at all. Staff turnover or unintended reduction, seasonal rush, or major unpredictable events might lead to more calls than your contact centre can handle. And for an unsatisfied, unhappy customer, this draws the barrier between returning or not. If you stop and think for one moment, this tells one thing to your customer: this problem of yours? Well, it may take a while until you can get a solution for it. The most hated phrase a customer can hear when reaching the customer service line and, unfortunately, a standard part of many contact centres’ call greetings. “Due to higher than normal call volume, you may experience a greater hold time than usual”. Lídia Dias at Talkdesk outlines the best corrective and preventative tactics for high call volume and seasonal spikes in the contact centre.