When it comes to operating a contact center, there are a handful of hurdles that every management team will have to tackle at some point. Most of these have to do with handling customer service or managing your staff, but one that you might be less prepared for is an unexpected surge in phone traffic.
Indeed, many contact centers operate under the expectation that their numbers will be relatively consistent from day to day. However, high volume phone calls can happen at any time - including and sometimes especially when you aren’t prepared for them.
Here we will talk about handling peak hours and seasons, whether you know they’re coming or not. Plus, we’ll show you the best way to prepare your team for even the most difficult scenarios to plan for when it comes to call volume - and ensure that you’re never caught off guard when it comes to staffing and customer service.