How to handle increased call volumes during the festive season

The holiday season is a whirlwind, with businesses juggling a surge in calls—from eager shoppers and product inquiries to support needs. Keeping up with this increased demand can feel daunting, but Call Solutions Unified is here to make it all manageable. With intelligent features and intuitive tools, you’ll breeze through the chaos and keep your customers smiling. Here’s how:

• Smarter Call Routing = Happier Customers

  Efficient call routing ensures your customers quickly connect to the right person. Call Solutions Unified lets you set peak-hour rules to evenly distribute calls across your team so no one gets swamped.

  Pro Tip: Use time-based routing for busy hours or set after-hours rules to handle overflow calls like a pro.

• Work Anywhere with Mobile Flexibility

  Your team mustn’t be tied to their desks to handle calls. The Call Solutions Unified mobile app keeps them connected and responsive from anywhere, cutting wait times and ensuring no calls slip through the cracks.

  Why it Works: A mobile team keeps operations running smoothly, even on the go.

• Save Time with Auto Attendants

  Think of auto attendants as your virtual front desk. They guide callers to the right place, allowing your team to focus on more complex tasks.

  Example: “Press 1 for holiday deals, 2 for support, or 3 for order updates.”

• Scale Up When It Matters Most

  Holiday rush? No problem. The cloud-based system of Call Solutions Unified lets you add users or extensions when call volumes spike and scale back down after the season—no extra hardware is required.

  Why You’ll Love It: Pay only for what you need, when you need it.

• Make Data-Driven Decisions

  Real-time call analytics help you pinpoint peak hours, identify bottlenecks, and track team performance. These insights allow you to adjust on the fly for maximum efficiency.

  Quick Fix: Use analytics to allocate resources where they’re needed most.

• Say Goodbye to Long Waits with Callback Options

  Nobody likes being stuck on hold. Offer your customers the option to request a callback so they can continue their day while you manage the queue.

• Prep Your Team for Success

  Give your team the knowledge and tools they need to shine. With training sessions on Call Solutions Unified, they’ll master features like call transfers, conferencing, and voicemail, so they’re ready for any holiday scenario.

  Pro Tip: Practice real-world holiday scenarios for smoother responses.

• Encourage Self-Service Solutions

  Let customers help themselves! Integrate Call Solutions Unified with self-service portals for FAQs, order tracking, and store hours. It reduces call volumes and empowers your customers.

• Have a Backup Plan

  The festive season can be unpredictable. Whether using remote agents or setting up temporary overflow centers, having a solid contingency plan ensures your service never skips a beat.