Almost every contact center has to develop a strategy to deal with spikes in call volume. For some, spikes are a regular part of their traffic pattern. For others, spikes are unpredictable. Either way, the approach you take to deal with having more calls than you can handle says a lot about your company and – more importantly – sends a strong message to your customers.
We spend a lot of time on this blog talking about the best the way to deal with spikes (hint: automated call-backs). That’s not the only solution though! You can, for example, increase you staff, or divert more calls to self-service options. However, with all the different strategies you can consider, one that is always wrong is sending callers to voicemail.
