HIGH DEMAND PERIOD: 5 survival tips for small and medium enterprises

A high-demand period can be a test for any small and medium-sized company. It requires efficient management, flexibility, and strategic adjustment to satisfy your customers and maximize profits.

In this article, we will present 5 tips that will help you discover how to maintain control in periods of high demand and how to take advantage of mass sales opportunities without affecting the quality of service.

When is there a period of high demand?

The period of high demand occurs either periodically or unexpectedly and may be due to several factors, such as:

• seasonal trends (e.g. holidays or summer)
• successful advertising campaigns
• increased economic activity

How does high demand affect call volume??

The high volume of calls is directly linked to increased demand or decreased available resources in the business. Seasonal trends, successful advertising campaigns, and changes in staff (licenses, illness, etc.) are factors that affect the company’s ability to respond to customer requests.

If your business experiences a high volume of calls, it is important to identify how this has occurred, to find the best solution.

Some typical factors that can contribute to a high volume of calls are:

• Offering some new products or services
• Advertising with high performance
• Mass calls from customers seeking help or information
• Mass calls from customers who have complaints
• Mass calls from customers who want to make telephone orders

How to recognize a high call volume?

Generally, companies know when they will face higher call volumes. However, there are some indications when your business receives more calls than usual:

1. The phones are ringing more often than usual.
2. Your team cannot answer all incoming calls.
3. Your company receives more voice messages than usual.
4. Customers complain about long waiting times and problematic service.

5 Tips for survival in high call volume period

1. Support & staff training

When a small and medium-sized enterprise faces increased demand, the first thing it will probably do is hire staff. It's the most logical thought. Hiring staff can help you effectively manage customer inquiries and orders during periods of high demand.

2. Automation & Technology usage

Customer Relationship Management (CRM) tools, automated response systems, or online ordering platforms can significantly increase efficiency in times of high demand. Automation of routine work releases time for staff to focus on more complex needs that your customers may have. If customers call your business frequently, to ask very general questions, one way to reduce the volume of your calls is to offer self-service ways on your site or call center. For example:

1. Announcement of opening hours
2. Explanation for specific services or products
3. Basic pricelist
4. Urgent announcements
5. Changes in opening hours on public holidays
6. Information about the status of the order via voice portal
7. Information about return procedures and cancellation policies.

Technology can help businesses to automate routines as follows:

• Monitoring sales, contacts, and customer interactions with the company, through CRM.
• Pre-recorded information as answers to customer questions and basic support.
• Online orders without having your customers call the business.

Self-service generally helps reduce the volume of calls and save time and money.

3. Improving communication methods

No one wants to wait in a telephone line when he/she is in a hurry to solve a problem. However, if your business has to manage – even exceptionally – a high volume of calls, your customers may have to wait 30 minutes to an hour to talk to a representative. Until this happens, they are likely to be disappointed and terminate the call. Sometimes a simple welcome message informing that your business is experiencing a high call volume and waiting times may be longer than usual can help customers understand the situation. Also, being informed about their position in the queue helps even more, reminding them that you have not forgotten them.

Voice Expert Tip: If a customer has exhausted the maximum waiting time on his/her headset, Voice2Mail automation will direct him to leave you a message with his/her request.

Call Back, however, comes to give the best possible solution in high call volume cases. With this tactic, your team members or customer service representatives will provide customers with the opportunity to receive a call later instead of waiting. In short, this means less inconvenience for your customers and even distribution of the volume of calls throughout the day.

4. Analysis and adaptation of processes

Ιn addition to all the above, make sure that all communication channels (telephone, email, social media, live chat) are adequately staffed and their performance is recorded in relevant reports. This way you will have a full picture of which channels are most efficient and also which representatives are really trying to serve the demand, according to your corporate values. Rapid adaptation to change becomes the key to managing high demand. Evaluate service procedures and adapt them according to demand. This can include simplifying the ordering process, optimizing inventory management and delivery processes, and even the flow of information between departments. Under normal circumstances, your departments may exchange information only via email, but when demand peaks the immediacy of the telephone can prove to be a lifesaver.

5. Use CRM devoutly

CRM systems are powerful tools for any business. Especially in periods of high demand, the use of CRM will help you to manage your customers’ needs more effectively, optimizing their service and satisfaction. Even in the most demanding moments when missed call notifications are repeated, a well-organized team that combines CRM with other integrated tools can do wonders!

Manage high call volume with Morrisville Communications

At Morrisville Communications, we understand the challenge of managing high-volume calls and offer solutions to help you in peak times. By using VoIP telephony, we can ensure that each call becomes another occasion to win the trust of your customers.

For those of you who are looking for a reliable ally in managing large-volume calls, we are here to offer advanced features and leading infrastructure, for more efficient business communication. With Morrisville Communications, you are always ready to respond to any challenge, keeping control of your communications.