Seasonal spikes in demand are natural and something every company experiences. Holidays, promos, and end-of-year sales – it can be a real challenge to keep up with the calls without sacrificing CX.
A static phone system simply cannot keep up with the demand and is certain to result in lost calls, long hold times, and angry customers. Adaptive voice routing enables dynamic call distribution based on available resources, capacity, and intelligence. The technology distributes calls adaptively in real-time so that customers’ interactions with the enterprise remain seamless during seasonal spikes.
Seasonal Communication Spikes and You
Seasonal communication spikes are nothing new; these are expected surges in demand around a particular period. For example, some businesses might experience it during a holiday or a year-end sale, while others might have product launches or registration deadlines during which call traffic suddenly increases. Such spikes present a problem if the contact center’s resources are not scaled up fast enough.
Automation and Cloud Enablement for Scaling
Cloud is a critical enabler of adaptive voice routing. By using cloud technology, an enterprise can dynamically scale its telephony operations during seasonal spikes with minimum delay. Automation takes care of the scaling so that the process is smooth and does not require any manual intervention. This means that with the help of technology, it is now possible to scale to meet changing customer demands on the fly.
Customer Experience During Peak Times
Seasonal spikes present a unique challenge in terms of customer retention. It is not uncommon to lose customers at this point due to long queues, dropped calls, or repeated transfers; however, with adaptive voice routing, the customer experience can be enhanced significantly during such periods. Every call that comes in gets answered fast and routed to an available resource or agent who can take care of their needs.
Empowering a Remote and Hybrid Workforce
Over the past few years, there has been a major shift in work to remote/hybrid models, with many businesses moving towards a flexible workforce that doesn’t need to be in a central location in order to perform at their best. Adaptive voice routing plays a role in this solution as well, as it intelligently distributes calls to available agents regardless of where they are working from at any given time.
During seasonal spikes, a remote/hybrid workforce can be used to scale operations up or down rapidly without any major changes being made to infrastructure levels since everything is virtualized already via cloud technology.
Conclusion
Seasonal business peaks will always be there in one form or another, but missed calls and loss of customer interaction need not be. Adaptive voice routing is a game-changer, offering enterprises scalability, resource optimization, and the power to maintain smooth customer interactions.
Seasonal peaks of the future will be more dynamic and varied, making it all the more critical for enterprises to invest in solutions that provide seamless communication capabilities. Don’t wait for the next peak to catch you unprepared; work with DSNL today and future-proof your business for every seasonal surge that comes your way!
