AI enhances adaptive routing by allowing the system to predict upcoming call volumes, based on historical data of past seasonal campaigns and holiday traffic, and adjust its capacity preemptively. Furthermore, the routing system can also make intelligent decisions in real-time based on continuous data analytics and live monitoring of actual traffic.
For example, if an e-commerce business, for instance, observes a trend of increased calls to their call center after midnight during their 12 AM Flash Sale, then the AI-enhanced adaptive voice routing system can automatically provision extra bandwidth and route customers to agents who are specially trained to handle order-related queries.
Adaptive Routing for Customer Experience
The role of a contact center during seasonal campaigns is more than just managing spikes—it’s about creating positive customer experiences. Adaptive voice routing can reduce wait times and improve first-call resolution, while also reducing the chances of call drops by ensuring that customers are immediately connected to the most suitable resource.
The Problem of Seasonal Spikes
Seasonal sales events or annual campaigns are the times of the year when companies exert the maximum effort to attract new and retain existing customers. It is obvious that such events cause an avalanche of customer questions, complaints, and transactions on all communication channels.
However, most organizations use static call routing methods that typically dump the entire call traffic to a small group of overworked agents or a single centralized server. The resulting imbalance creates backlogs that, in turn, create bottlenecks.
Cloud for Global Adaptive Routing
The cloud is the cornerstone for adaptive routing by allowing businesses to scale their contact centers up and down, when and where they need it. Seasonal spikes are also not always local; many campaigns attract potential customers from multiple geographies.
Criticism and Risks
While adaptive routing offers great solutions to the problem of seasonal spikes, it also has its own set of challenges and limitations. To begin with, AI-based, cloud-powered routing also requires an investment in AI tools and platforms, cloud infrastructure, and the training of personnel, which is a barrier to adoption for some smaller businesses.
Conclusion
Seasonal campaigns are, by nature, high-volume periods where every call, every interaction, and every second counts. In the war for customer loyalty, where responsiveness is everything in this new era, adaptive voice routing with dynamic, predictive, and intelligent scaling will help ensure you’re ready.
Adaptive voice routing is a flexible, smart, customer-centric solution that can assist contact centres in handling sudden increases in call volume. This dynamic solution scales up or down as required and utilises artificial intelligence (AI), predictive analytics, and cloud-powered infrastructure to keep communications running smoothly and great customer experiences flowing.
Call to Action
Don’t let seasonal spikes blindside your contact center. Let adaptive voice routing help you deliver superior customer experiences and make sure that every call gets answered during critical campaigns. Contact us to learn how you can smartly scale with AI-based routing. We shall guide you on adaptive voicing routing for seasonal campaigns.
