What does experiencing high call volume mean?

First, let’s define high volume: What is high call volume? – When the number of inbound calls is more than what your team can accommodate. The industry standard for high call volume is 10\% above the normal level, but if your team struggles before the 10\% mark, you’re experiencing high volume as well.

How do I bypass high volume calls?

Here are some tried-and-true methods to deal with high call volume:

1. Forecast.
2. Self-service.
3. Encourage customers to move to chat when things are busy.
4. Give agents the right tools.
5. Let the caller know what’s up.
6. Use scheduling.
7. The callback.

Why is everyone’s call volume higher than normal?

Normal volume calls means you have the perfect staff capacity, which is actually very hard to achieve, due to the high turnover or imperfect planning. Higher volume of calls often means they are not enough people on the floor.

How many calls can an agent take?

Organization. As mentioned earlier, call center agents take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

How do you handle high call volume in a call center?

Tips for Managing High Call Volume

1. Schedule Your Team Accordingly.
2. Provide Self-Service Resources.
3. Consider Additional Customer Service Channels.
4. Analyze Your Call Center Data.
5. Automate Your Team’s Workflow.
6. Offer a Call Back Service.
7. Use Collaborative Customer Service Tools.

How is call volume calculated?

Workload: The contact or call volume (the number of incoming messages or calls) multiplied by the average handle time (AHT) of a call. Average handle time: The average time needed for a call, including hold times and after-call work.