High call volumes are a common challenge for contact centres, especially during busy seasons. So, how can you make sure that your team is prepared to handle the pressure when call traffic spikes?
This guide is designed to support customer service professionals in understanding what drives high call volumes and how to respond effectively.
From offering callbacks to self-service options, this article outlines five proven strategies to help you stay in control and keep customer satisfaction high.
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Strategy
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Description
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Example Message
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Why This Works
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Provide Clear and Concise Messaging
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Offer clear messages to help set expectations and reduce frustration. Avoid vague messages, be specific about the issue and offer alternative solutions.
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“We are currently experiencing higher-than-normal call volumes. Your estimated wait time is 10 to 15 minutes.”
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Sets clear expectations and avoids overwhelming the caller with too much information
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Offer a Callback Option
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Let customers opt for a callback rather than waiting on hold.
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“If you'd prefer not to wait, press 1 to schedule a callback at your convenience. An agent will contact you as soon as one becomes available.”
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Reduces call abandonment, frees up agents and improves customer satisfaction
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Provide Regular Updates
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Provide regular updates on queue position or revised wait times
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“Thank you for your patience. The current wait time is now approximately 20 minutes.”
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Keeps customers informed, which reduces the likelihood of hang-ups
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Guide Customers to Self-Service Options
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Redirect customers to digital channels like your website, FAQ pages, or live chat, where they can solve common issues quickly without waiting for an agent.
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“While you wait, you can visit our website to find answers to common questions or use our live chat feature to get assistance immediately.”
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Decreases call volume and speeds up resolution for customers
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Acknowledge Customer Patience
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Show understanding and appreciation for customer patience. A bit of empathy goes a long way when wait times are longer than usual.
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“We appreciate your patience and understanding as we work to assist you. We know your time is valuable, and we are doing everything we can to assist you as quickly as possible.”
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Builds rapport and trust. Demonstrates customer-centric values and helps reduce frustration during long waits
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Despite the adoption of AI-powered tools like AI chatbots, call volumes are on the rise. According to a McKinsey study, 61% of contact centre managers reported higher call volumes compared to the pandemic years of 2020 and 2021.
This shows that while automation can help reduce pressure, it hasn’t removed the need for live support, especially during peak periods. That’s why it’s more important than ever to have a clear strategy for managing high call volumes effectively.
What Causes High Call Volume?
High call volume happens when the number of incoming calls exceeds a contact centre’s typical capacity to respond promptly.
While occasional spikes are normal, consistently high volumes can lead to longer wait times, increased customer frustration, and agent burnout.
Understanding the causes will help you to manage and reduce the impact. Here are the most common reasons for high call volumes:
1. Seasonal Demand
Retail holidays, tax season, or other industry-specific peak periods often lead to a surge in customer inquiries. Businesses may underestimate the demand or be understaffed, resulting in overwhelmed phone lines.
2. Unexpected Service Disruptions
Technical issues, outages, or product recalls can cause a sudden influx of calls from affected customers seeking support or information.
3. Marketing Campaigns or Product Launches
New product releases or promotions can drive increased customer interest, and with that, more questions or concerns via phone, especially if customers need help placing orders or understanding the offer.
4. Poor Self-Service Options
When customers can’t easily find information online or resolve issues through digital channels, they’re more likely to call. This puts extra pressure on live support, even for simple inquiries.
5. Staff Shortages
Whether due to illness, turnover, or scheduling issues, having fewer agents available to handle calls can quickly create backlogs, even if the volume itself hasn’t changed.
6. Billing or Account Issues
If there’s a widespread billing error or a change in payment systems, customers may call en masse to get clarity, especially if the issue affects their money or access to services.
7. Poor First-Call Resolution (FCR)
If customers are not getting their issues resolved the first time, they’re more likely to call again, increasing the overall volume and compounding the issue.
High Call Volume Message Script
Here's a professional and customer-friendly High Call Volume Message Script you can use for your IVR (Interactive Voice Response) system during busy periods:
“Thank you for calling [Your Company Name]. We are currently experiencing higher-than-normal call volumes. Your call is important to us, and we are working hard to assist all our customers as quickly as possible.”
Estimated Wait Option:
“Your estimated wait time is approximately [X] minutes. If you’d prefer not to wait, you can press 1 to request a callback, and one of our team members will get back to you as soon as possible.”
Alternative Channels Option:
“For faster service, you can also visit our website at [website URL] or use our live chat feature to get help with common questions and support issues.”
Empathy & Gratitude:
“We appreciate your patience and understanding. Please stay on the line, and the next available agent will assist you shortly.”
High Call Volume: KPIs to Consider
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KPI
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What It Measures
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Why It Matters
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Average Wait Time (AWT)
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The time customers wait before speaking to an agent
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Long waits can lead to frustration and higher call abandonment
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Call Abandonment Rate
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Percentage of callers who hang up before reaching an agent
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High rates indicate poor wait time management or unclear messaging
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First Call Resolution (FCR)
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Number of issues resolved in a single call
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Reduces repeat calls, easing pressure during peak periods
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Service Level
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% of calls answered within a set time threshold (e.g., 80% in 30 seconds)
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Reflects how well the team meets demand and service standards
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Average Handle Time (AHT)
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Time spent on a call, including hold and after-call work
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A balance ensures efficiency without sacrificing quality or customer experience
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Callback Rate
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% of callers opting for a callback instead of waiting on hold
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High rates suggest that alternative options are being used effectively
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Customer Satisfaction (CSAT)
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Customer feedback score, usually from post-call surveys
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Direct insight into how customers feel about their experience, even under pressure
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Top Tip: Don’t just track these KPIs—benchmark them before, during, and after peak periods to spot trends, prepare for future surges, and fine-tune your call-handling strategies.
Key Takeaways
Preparation is everything: Understanding the causes of high call volume helps you anticipate spikes and prepare accordingly.
Messaging matters: Clear, concise, and empathetic messages help manage caller expectations
Give customers control: Offering options like callbacks and self-service channels helps ease pressure on agents.
Keep them in the loop: Regular updates reassure customers that their call hasn’t been forgotten.
Empathy goes a long way: Acknowledging customer patience and showing gratitude helps build trust.
Use data to drive improvements: Track and benchmark KPIs before, during, and after busy periods to identify trends and improve your call centre strategy.
Handle High Call Volumes with Confidence and Clarity
Managing high call volumes requires thoughtful preparation and clear communication.
By applying the strategies outlined in this guide, you can keep your contact centre running smoothly during busy times.
Simple improvements, like refining your call queue audio messages, can give you a competitive advantage.
Ready to improve your call centre operations? Request a demo from MaxContact today to discover how our solutions can help you handle high call volumes more efficiently.
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