Call volume often spikes for companies during peak times. Inbound calls pile up without enough staff to handle them, and calls may go unanswered or get forwarded to voicemail. This frustrates callers who expect immediate service. It also results in missed opportunities if sales calls drop. Handling increased call demand during busy spurts requires planning; try to uncover smart ways to manage the phones during high traffic times.
Schedule More Staff
Having enough skilled reps available is key. Examining past trends helps when it comes to forecasting busy periods. Weekdays often see more calls early morning or midday. Seasonal influxes happen as well, like tax season for accountants. Scheduling extra phone coverage should match times of high demand. Whether hiring temporary staff or overlapping regular team members’ shifts, more hands-on-deck means shorter hold times. Well-trained employees stay calm and courteous even during frenzied periods. Eventually, volume levels out so over-staffing for small spikes wastes resources, but adding extra skilled reps when call volume predictably balloons improves operations.
Upgrade Your Phone System
A high-quality phone system better handles heavy usage. Advanced options accurately predict volume surges through historical data and machine learning. Intelligent call distribution sequences incoming calls. Automatic call forwarding routes them to less burdened staff. Customized interactive voice menus guide callers to the right departments without frustration. Upgrading equipment also expands capacity; extra phone lines and handsets ensure callers can get through quickly.
Offer a Call Back Option
Giving callers trapped in long queues the option to receive a call back offers a quick exit. Once requested, the phone system or live answering service can capture their number then, when volume dies down, a representative reaches back out to connect. This technique builds tremendous goodwill by showing respect for a caller’s time. Follow-through and prompt callbacks remain critical, though. Missing pledged deadlines or forgetting erodes any trust gained. Used properly, callback choices let businesses collect and respond timely to peak demand calls despite limited live capacity.
Set Up an Answering Service
Live answering services, like Apello, professionally handle excess calls in real time. They prevent calls from ever reaching voicemail during high-intensity periods. Expert call center staff offer friendly personalized service for each business they represent. They take messages, answer common questions, or screen calls before transferring them according to client instructions. Customers and prospects alike appreciate immediately reaching a live person. It prevents frustration and lost opportunities. The right answering service scales seamlessly during sudden spikes or prolonged surges. Their around-the-clock availability outperforms limited internal capacity.
Refine Call Routing
Where calls get directed makes an impact during crunch times. Fine-tuning phone tree menus to quickly reach departments reduces dead-ends. For common inquiries, setting up designated lines with pre-recorded info saves live transfers. Enabling direct manager call lines for escalated issues keeps them moving. Removing barriers that stall calls in queues helps shorten hold times overall. Proactively messaging callers estimated wait times or alternate contact options through voice prompts sets proper expectations too. Every efficiency squeezed out of call routing and management counts when call volume jumps dramatically.
Conclusion
In the end, preparing for foreseeable busy periods marks a reliable business. Building out capacity through staff or systems accommodates temporary spikes. Adjusting hours to meet customer demand opens accessibility. Keeping callers patiently informed sets the right tone. Proactively managing call traffic through volume predictions, workflow efficiencies and employee readiness leads to smooth operations even on the busiest days. It takes pressure off staff while preventing missed sales opportunities. With the right contingency plans, most businesses can strategically tackle any influx of calls during their peak seasons.
