{"id":225080,"date":"2018-05-25T14:18:27","date_gmt":"2018-05-25T12:18:27","guid":{"rendered":"https:\/\/virtualq.knorke.de\/news\/contact-center-2\/"},"modified":"2025-04-23T10:19:04","modified_gmt":"2025-04-23T08:19:04","slug":"contact-center-2","status":"publish","type":"post","link":"https:\/\/virtualq.io\/en\/news\/contact-center-2\/","title":{"rendered":"SEASONAL FLUCTUATIONS IN CALL CENTER CALL VOLUME"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"225080\" class=\"elementor elementor-225080 elementor-3167\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-641cb52a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"641cb52a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3d3cd5dc\" data-id=\"3d3cd5dc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-264d657 elementor-widget elementor-widget-image\" data-id=\"264d657\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/virtualq.io\/wp-content\/uploads\/2018\/05\/Screenshot-2023-06-13-at-15.19.00-1024x684.png\" class=\"attachment-large size-large wp-image-217549\" alt=\"\" srcset=\"https:\/\/virtualq.io\/wp-content\/uploads\/2018\/05\/Screenshot-2023-06-13-at-15.19.00-1024x684.png 1024w, https:\/\/virtualq.io\/wp-content\/uploads\/2018\/05\/Screenshot-2023-06-13-at-15.19.00-300x200.png 300w, https:\/\/virtualq.io\/wp-content\/uploads\/2018\/05\/Screenshot-2023-06-13-at-15.19.00-768x513.png 768w, https:\/\/virtualq.io\/wp-content\/uploads\/2018\/05\/Screenshot-2023-06-13-at-15.19.00.png 1224w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22e3576d elementor-widget elementor-widget-text-editor\" data-id=\"22e3576d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><i>Depending on your sector, seasonal fluctuations can pose significant challenges for contact centers. Contact rates for online store providers and their logistics partners tend, for instance, to rise considerably in the run-up to Christmas. For 50% of those surveyed in the <\/i><a href=\"https:\/\/contact-center-portal.de\/pdf\/investitionsstudie2016.pdf\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\"><i>latest investment study by the Contact Center Network<\/i><\/span><\/a><span class=\"s2\">, <\/span><i>seasonal fluctuations are a major issue*. The following measures can assist with short-term surges in service requests.<\/i><\/p><p><i><span style=\"font-weight: 400;\">\u00a0<\/span><\/i><\/p><h3><b>Professional forecasting for Call Centers<\/b><\/h3><p>Reliable forecasting of expected contact figures plays a crucial role in a contact center. <a href=\"https:\/\/www.injixo.com\/de\" target=\"_blank\" rel=\"noopener\"><span class=\"s1\">Workforce management systems<\/span><\/a> like injixo WFM from company InVision AG can help with planning. Factors that can be predicted in the long term, such as vacations, public holidays and seasonal breaks, as well as short-term influences like the weather, are included in the forecast.<\/p><h3><b>Fluctuations in Staffing Requirements <\/b><\/h3><div><b>\u00a0<\/b><\/div><ul><li><h4><b>Externel recruitment<br \/><\/b><\/h4><p>Companies can temporarily hire staff in response to fluctuations in personnel requirements. Capacity can also be expanded via service providers, although this often proves difficult due to the initial period of familiarization.<\/p><\/li><\/ul><p><img decoding=\"async\" class=\"alignnone wp-image-220283 size-full\" src=\"https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/call-center-image-group-female-smile-1024x683-1.jpg\" alt=\"\" width=\"1024\" height=\"683\" srcset=\"https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/call-center-image-group-female-smile-1024x683-1.jpg 1024w, https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/call-center-image-group-female-smile-1024x683-1-300x200.jpg 300w, https:\/\/virtualq.io\/wp-content\/uploads\/2023\/06\/call-center-image-group-female-smile-1024x683-1-768x512.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p><ul><li><h4><b>Internal resources<br \/><\/b><\/h4><\/li><\/ul><p style=\"padding-left: 40px;\">Employees from other organizational units can be brought in to answer inquiries alongside actual call center staff for a certain length of time. This however assumes that staff are available and that they, and the technical infrastructure of the company, will be flexible enough to adapt. The additional team members in the contact center will also be taken away from their actual work, which can lead to bottlenecks in other areas of the business.<\/p><ul><li><h4><b>Innovative technology usage<\/b><\/h4><\/li><\/ul><p style=\"padding-left: 40px;\">Innovative \u201cwaiting services\u201d like that of virtualQ\u00a0can be integrated in the company\u2019s technical infrastructure. The <a href=\"https:\/\/virtualq.io\/en\/vq-products\/\"><span class=\"s1\">intelligent hold system<\/span><\/a> software maintains the caller\u2019s position in line and automatically informs them when it is time to call back.Using innovative technologies like virtualQ, contact volume fluctuations can be absorbed by existing staff, removing the need to plan or procure additional resources. What is more, customer satisfaction remains consistently high even during peak times.<\/p><p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">*source: Investitionsstudie 2016 Call Center Network<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Seasonal fluctuations in the contact center can be a challenge, especially for online stores in the run-up to Christmas. With virtualQ\u00ae, seasonal peaks can be managed effortlessly!<\/p>\n","protected":false},"author":101,"featured_media":230985,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[49],"tags":[],"favorite":[],"class_list":["post-225080","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Seasonal fluctuations in call center call volume<\/title>\n<meta name=\"description\" content=\"Seasonal fluctuations in contact volumes present contact centers with major challenges. However, the innovative solution from virtualQ can help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/virtualq.io\/en\/news\/contact-center-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Wie mit Saisonalen Schwankungen umgehen?\" \/>\n<meta property=\"og:description\" content=\"Saionale Schwankungen im Kontaktvolumen stellen Contact Center vor gro\u00dfe Herausforderungen. 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