Call Peaks

Author: CCa2z

Date: 28th October 2009

Call peaks are high levels of inbound calls, which are above the normal or average.

Peaks can be both, forcasted and unexpected.

Peaks are forcasted in the normal resource planning process and as such should be resourced accordingly.  Peaks generally occur early to mid-morning, say 09:30 to 11:00hrs but will depend upon the type of business.  Where products are delivered, peaks may occur at say, 17:00hrs, when a delivery has failed.

Peaks can be unexpected when they are not forecast and create a spike in call traffic.  If the peak is pro-longed, it can be the result of an outside agent.


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