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Top Tip 3 shows how My Inbound can be used to construct specific call plans to manage calls during seasonal peaks, without callers being met with an engaged tone or calls left to ring out.

An inbound call plan is needed during seasonal peaks such as Summer, Easter or Christmas

Many organisations find that there are particular times in the year when they are more busy, and the number of calls they receive from potential customers increases. It could be due to a particular promotion, advertising campaign or just seasonal demand, for example holiday companies tend to find a peak at the beginning of the year.

Meet Amanda:

  • She owns and runs an online retail shop selling quirky gifts
  • Business is steady throughout the year but November and December are particularly busy due to Christmas
  • She employs a few temps at this time to help cope with the demand but still finds customers complaining of not being able to get through

Using her My Inbound call management service Amanda could manage the increased incoming calls in the following way:

Using this call plan for the busy period of time, Amanda can ensure that callers ringing about sales have a much better customer experience and are more likely to stay on the line than hang up and abandon the call.

  • Sales calls can be prioritised using the IVR menu so that all sales calls go to a dedicated phone or phones
  • Callers who are in the sales queue are told that the lines are busy and you can even set the announcement to tell them what number they are in the queue to set their expectation
  • Once the peak season is over, Amanda can resume a normal calling plan without the IVR and call queuing feature

Bonus Tip! Don’t forget you can add Advanced Statistics to your Inbound services to see in real time how many callers are in your queue and generate reports for analysis and future resource planning.

Look out for Top Tip #4 tomorrow: How to prioritise calls from certain people.