GoResponse Telephone Answering Service Staff

How to survive peak traffic periods

Most call centres experience highs and lows in traffic, whether this is on a daily basis or due to seasonal trends. Surviving and thriving during periods of heavy call volume can be difficult. However, there are several ways that telephone answering services can prepare so they are equipped to handle any increase in activity.

Multichannel has become the go-to word for many call centres in the modern world, and companies have equipped themselves with various platforms including webchat, social media and email, in addition to traditional phone lines. In periods of high traffic, a properly integrated multichannel strategy can be immensely helpful. Being able to follow a customer’s communication throughout the entire network facilitates optimum customer service.

One major frustration for callers is that they often have to repeat the same problem to multiple agents. In peak traffic periods, this can significantly affect service time. By utilising self-help menus and reminding those queuing of various call options, customers can be routed to the right agent. This reduces the number of times that people have to repeat themselves, saving time and providing better service.

Finally, having a callback option is extremely valuable during busy periods. Some consumers will queue regardless of the time they need to wait. However, for call centres that have no available agents, providing a callback option ensures customers don’t have their time wasted needlessly.

Putting these measures in place can significantly help during periods of heavy traffic. For many call centres, better business and service will be provided as a result.

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