{"id":19539,"date":"2024-12-17T10:21:31","date_gmt":"2024-12-17T03:21:31","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19539"},"modified":"2024-12-26T17:19:44","modified_gmt":"2024-12-26T10:19:44","slug":"call-volume","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/call-volume\/","title":{"rendered":"Call volume: Manage call traffic in the Call Center"},"content":{"rendered":"

Call volume<\/strong> is the number of calls that call center<\/a><\/span> Processing within a specific timeframe (including inbound and outbound channels). This is a key metric for measuring performance and allocating call center resources.<\/p>\n

\"call<\/p>\n

Should call volume be high or low?<\/h2>\n

Call volume depends on the characteristics and operational objectives of the call center. You can refer to the evaluation table below:<\/p>\n\n\n\n\n\t\n\n\t\n\t
<\/th>High call volume<\/th>Low call volume<\/th>\n<\/tr>\n<\/thead>\n
Good if<\/td>The company has prepared sufficient resources to handle increased call volume.
\n
\nWhen conducting an outbound sales campaign
\n
\nCall Volume reflects growth in customer experience and revenue<\/td>		Issues are resolved thoroughly through other channels (such as chatbots and email), so the number of inbound calls has decreased.<\/td>\n<\/tr>\n
It's not good if<\/td>Insufficient manpower or infrastructure to meet demand
\n
\nDecreased service quality and revenue<\/td>		Customers lose interest or are unaware of the support service.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n

Call volume forecast<\/h2>\n

Call volume forecasting is an essential task, serving as the basis for businesses to develop operational plans and respond to unexpected situations.<\/p>\n

Forecasting by collecting and analyzing historical data<\/h3>\n

The basic factors to be collected and evaluated include:<\/p>\n