Call volume serves as a quantitative measure of the number of incoming and outgoing calls that a call centre or communication system handles during a specific period, usually assessed hourly, daily, or monthly. This metric is pivotal in understanding the workload and activity level within a contact centre, as well as the demand for customer service and support via phone channels.

Key aspects and implications of call volume variability 

Resource Allocation

By analysing historical call patterns and peaks, call centres can determine when they need more agents available to handle high call volumes, ensuring customers receive timely assistance.

Staffing Optimisation

Accurate call volume forecasting helps determine how many agents are required during different times of the day or week, reducing overstaffing during lulls and understaffing during surges.

Service Level Agreements (SLAs)

Meeting SLAs is crucial for customer satisfaction. Call volume data assists in setting realistic response time goals and ensuring that customers’ needs are met within the expected timeframes.

Technology Investments

Organisations can use call volume data to justify investments in technology, such as Interactive Voice Response (IVR) systems or chatbots, to reduce the burden on human agents.

Customer Satisfaction

Effective management of call volume contributes to shorter wait times and quicker issue resolution, enhancing the overall customer experience. 

Performance Metrics

Call volume data is often integrated into various performance metrics, such as Average Handle Time (AHT) and Service Level (SL), providing a comprehensive view of call handling efficiency.