Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
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Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
The more your business grows, the more your call center starts receiving calls. While receiving a high volume of calls is expected, like a seasonal spike, in other cases, it may not be suitable for the company.
Call volume should be equivalent to what you expect for your business. If the call volume increases more than the desired level, it can pressure your call center. So, it seems too many calls may not be a good idea.
01
Call Volume can be described as the number of inbound calls received by the contact center. Call center management software can quantify the volume of calls concerning various time intervals. The time intervals can be of every 15 minutes, every hour, or every day.
Call Volume is considered and analyzed very carefully by a call center. This metric represents the workload call center agents need to do. Thus, call volume helps in creating schedules for the employees.
Call volume can differ diversely during a day and also across various departments. The center may receive more calls during business hours and fewer calls in the evenings. Also, it may differ depending on the marketing campaign promoted by the campaign.
02
With new campaigns, a call center is generally prepared to experience a customer surge. The call center is prepared beforehand to deal with the high volumes of calls, which subsided once the campaign is over. However, in case of an unexpected surge in customer service the call center struggles to meet the spike in call volume.
With the increase in demand for customer service, call volume is affected. The increase in call volume leads to an increase in hold/waiting time. This leads to a decrease in customer satisfaction.
So, let’s look at the reasons for the unexpected rise in call volume.
Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more
Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.
03
An unanticipated spike in call volume may throw the call center off balance. However, if you plan to deal with such situations and agents are trained to work calmly, you may gain control of the high call volume.
Following are some tips you can refer to when you face a sudden spike in call volume.
04
Voxco is a state-of-art integrated telephony system with advanced telephony features to ensure high call center productivity. Voxco’s telephony platform has the following features that help call centers manage high call volume.
With efficient workforce management systems, Voxco helps call center supervisors to forecast the call volumes based on historical data. Using efficient forecasting tools & call center automation software, call center supervisors can increase the number of agents available to reduce the call holds.
Call center analytics allows supervisors to run in-depth contact center agents and call center performance reports. Live Dashboards and daily reports helps supervisors identify & forecast the call volumes in advance using the historical data.
With advanced call routing systems, call centers can route the calls based on contact center agent skill sets. This reduces the average time to answer while improving call center queue management.
Learn how to meet respondents where they are, drive survey completion while offering a seamless experience, Every Time!
05
Call Volume in a call center is measured in terms of the number of calls a call center receives in a set time period. The call volume fluctuates depending on the events promoted by a call center.
A High call volume is the result of a spike in the number of calls over a period of time. Depending on the type of business and ongoing events, the spike may vary. According to industry standards, a 10% increase from normal call volume is considered to be High Call Volume.
Reasons for the increase in call volume:
Tips to manage call volume:
Learn how to meet respondents where they are, drive survey completion while offering a seamless experience, Every Time!
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