Call centers are often unpredictable places. One minute, your team’s agents may be enjoying a calm day with a normal flow of phone traffic, but within minutes, the center can be inundated with more calls than ever anticipated.
These sudden surges in traffic aren’t just hard on your team; they are bad for business, too. According to HubSpot, 57% of consumers rate long hold times as the most frustrating part of seeking customer service.
With that being said, we’re here to break down the phenomenon of high call volumes and provide some actionable tips to navigate those unexpected volume spikes to help you keep your customers and agents happy.
