For most businesses, the volume of incoming calls remains pretty steady or increases and decreases in a predictable way around known busy / quiet periods.
Sometimes, however, a business can experience an unexpected surge in calls that can cause a few issues.
Hopefully, when this happens to your business it’ll be for all the right reasons, such as a popular advertising campaign or a positive piece of PR in the media.
The alternative is some negative publicity, or a major issue with your product / service, which isn’t at all pleasant to deal with.
If you’re unfortunate enough to be stuck with an outdated phone system, you’re in for a bad time. All your phone lines will likely be blocked solid, leaving callers facing an engaged tone and your staff unable to dial out.
If you’ve got a modern system you’re in a better position, with plenty of options of how you handle calls, as well as the flexibility to change things as you go along.
As you can see, there are plenty of options when it comes to handling a surge in call volume. How you respond is really down to you, and all the above can be combined in any way (along with other solutions we’ve not covered) to help you deal with the calls.
Flexibility and speed of implementation are key when responding to rapid changes in call volume.
Your choices will no doubt depend on whether the surge is expected or a complete surprise, and whether or not it’s likely to be a one-off or a regular occurrence. In any case, we’re happy to advise and help get things set up – just contact us to get started.