7 Tips for Overflow Call Handling During Peak Season
Written by:
Lucy Mills
Published on Jun 18, 2024
Modified on Jul 12, 2024
Managing call spikes during peak periods for your business can seem like the ultimate test. From home services and HVAC to hospitality, many businesses have already geared up for the surge of activity that summer brings with it.
But with booming demand comes a potential pitfall: call overflow.
Handling these call spikes effectively can differentiate a stellar season from a stressful one. In this blog, we’ll explore tips for managing overflow calls and so you can keep your business running smoothly during the busiest of times.
What is call overflow?
Call overflow simply means that your business is receiving more calls than your current staff can handle. This can happen due to:
Seasonal spikes: Summer brings a natural increase in demand for specific services (e.g., pool cleaning, summer camp, vacation bookings, A/C cleaning and maintenance, etc). It also can generate an increase in weather and extreme temperature-related for industries like property management, healthcare, and disaster restoration.
Unexpected Surges: Negative press, natural disasters, or an issue with your product or service can trigger a sudden influx of calls.
Understaffing: Even during regular times, businesses might not have the resources to accommodate peak call volume.
Regardless of the root cause, unmanaged call overflow can lead to long hold times, frustrated customers, and lost business.
7 Tips for handling call overflow like a pro:
1. Understand your call patterns.
You can’t predict the future, but you can look to the past for clues. Use historical data to forecast call volumes and anticipate spikes. Just like real traffic, call volume often follows predictable rhythms. Look for trends such as peak hours, days or months. Knowing your peak times allows you to strategically schedule your staff and make proactive adjustments.
Erlang C Calculator is a tool that many call centers use for this process. It calculates the number of staff required to handle a certain volume of calls or tasks, while also considering the service level goals and average handling time (AHT) of each call or task.
2. Embrace flexible scheduling + staffing.
Handling call overflow can look different depending on the circumstances and the size of your team. For smaller teams, flexible scheduling (e.g., on-call arrangements, split shifts, etc). allows you to dynamically adjust staffing levels according to real-time call volumes. Larger organizations can benefit from deploying a mix of full-time, part-time, and seasonal agents to handle fluctuating call volumes effectively.
Remote staff can also further your flexibility and ensure business continuity in the face of unexpected surges or service disruptions.
3. Categorize + track calls by type.
In general, categorizing incoming calls can help you better track and manage your call volume. When it comes to peak season, categorizing overflow calls can help you handle them more efficiently. A few examples of ways you could categorize include:
By priority level or urgency
By time of day (e.g., After hours)
By reason for calling (e.g., Sales inquiry, billing, complaint, etc.)
By location, service area, or time zone
Ultimately, these categories should be customized to your business goals and priorities. These insights can help you optimize resources and adjust coverage accordingly to improve service delivery during peak periods.
4. Reduce stress with call-backs.
Instead of leaving customers hanging, offer them the option to receive a callback at their convenience. This solution benefits both parties by reducing hold times and the stress associated for both customers and office staff. Connecting with every potential customer ensures they feel heard even if their issue isn’t solved immediately. In turn, staff are able to prioritize the most pressing issues efficiently.
5. Prepare contingency plans.
Expect the unexpected. During peak season, you can’t afford an unexpected overflow of calls to further tie up your phone lines. Having a plan B (or C, or D!), can ensure business continuity and prevent minor hiccups from turning into major customer service meltdowns. Outline alternative solutions for potential issues – like system outages, unexpected call volume spikes, or staff shortages.
In the event that a technical issue could create a temporary loss of service – include how you’ll handle the resulting backlog of calls.
6. Train your team.
We all know that peak season can throw curveballs to even the most seasoned of staff members. Cross-training your team on a broader range of call-handling procedures can make you more adaptable during peak season. Scenario-based training and role-playing exercises can prepare your team to handle various scenarios confidently under pressure. This way, when overflow calls hit, everyone can jump in and handle inquiries with confidence.
Remember to recognize and reward your team members for handling overflow calls with professionalism and dedication. Your team deserves major kudos for their hard work during this busy time.
7. Invest in an overflow call handling service.
Sometimes, even the best-laid plans need a little extra muscle. Call overflow can create a domino effect of overwhelmed staff, frustrated customers, and lost business. If you’re anticipating overwhelming call volume this summer, consider outsourcing your overflow call handling to a 24/7 answering service or call centre.
Think of it as an extension of your team, staffed by trained professionals equipped to handle a variety of customer inquiries. Not only can they scale up and down to accommodate your call volumes, they can help you understand your overflow call handling needs better through call recording and reporting.
Pick the right provider and you’re not just solving a temporary problem – you’re investing in a long-term solution. Focus on what matters – growing your business – and leave the call handling to the experts. We’re here to keep your customers happy, even during peak season madness.
