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It’s not uncommon for businesses to experience periods when they face traffic surges. Customers call for various reasons. Some of the more common reasons for calls include customers having questions about payments, wanting more information before making a decision, or having issues with your offerings.

Regardless of the industry you’re in, whether it’s in trades and services or tech, you’ve most likely encountered fluctuating call traffic volumes. There may be times when you get little to no calls. But what should you do when your phones start ringing off the hook?

8 Actionable Tips to Help You Manage and Route Call Traffic

1. Look into multi-channel contact options

Giving your customers more ways to get in touch with you other than through a phone call can help reduce call traffic. Aside from offering live chat, you may want to look into using your social media and email as alternative communication channels. Other contact channel options include chatbots and video conferencing. Looking at your customers’ preferred communication channels also helps you decide which contact options to consider.

2.  Create a call flow

If you’re using a call centre software, check to see if it lets you create a call workflow. This lets you map out your customer’s journey or the processes that your call centre is doing, allowing you to streamline your operations and make processing calls more efficient.

3.  Utilize interactive voice response (IVR) technology

IVR is a must-have if you want to improve your call routing capabilities. It’s an effective way to manage inbound calls by collecting information from a caller and using that to direct them to the right department or agent.

4.  Explore skills-based routing

Skills-based routing lets you direct callers to the most qualified agent who can best resolve their issues. This lets your agent use their skillset accordingly, thus allowing them to apply their strengths to solve a problem. For example, a caller who has a complex or very technical issue gets in touch with you. By applying skills-based routing, you can direct them to specialized agents.

5.  Provide self-service options

You can offer self-service options, such as a resource hub, FAQ section, or easy-to-follow guides, to your customers, so you can efficiently manage and route call traffic. By giving them access to relevant and helpful resources, your customers won’t have to always rely on customer support when they need assistance.

6.  Use call scheduling 

Look into providing your customers with the option to schedule their calls with you. If you have a website, social media channel, or an app, you can add an appointment scheduler, which can help you manage growing call volumes.

7.  Leverage Data

Look at your data to spot trends in call volumes, so you can prepare for the future. You can check to see when (time of the day or season) your business usually gets high call volumes or where much of the traffic is coming from.

8.  Outsource your call centre 

Consider outsourcing your call centre to more effectively manage and route call traffic. This way, you can meet your customers’ needs while staying on track with your business goals, all without necessarily having to start from scratch. No need to train existing employees, hire additional staff, or purchase new equipment.

The Benefits of Good Call Traffic Management

Effective management and call traffic routing can benefit both your employees and callers. You’ll be able to reduce customers’ wait time, deliver more consistent communication, resolve issues or queries faster, and boost customer satisfaction.

Furthermore, you can tap into more opportunities to increase sales, offer more ways for customers to try addressing their concerns by themselves, and help your employees become more productive by giving them access to an improved workflow.

Overcoming Problems with Call Traffic

Managing call traffic can be tricky, but it’s not impossible. Work with On Call Centre, and find out how we can help you stay on top of things.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.