In today’s hyperconnected world, telecom service providers need to have provision for a considerable number of concurrent calls. More often than not, the number of concurrent calls can be over a thousand at any given time.
Concurrent calls are the total calls a Private Branch Exchange (PBX) system can handle at a time. When it comes to handling more than a thousand concurrent calls, handpicking the right communication solution can make a lot of difference.
If you are a telecom manager, then this blog post is just for you. This blog post discusses how telecom companies and managers can handle more than a thousand concurrent calls without dropping a beat.
So without further ado, let’s dive right into the blog post and know why over a thousand concurrent calls aren’t rare for telecom managers anymore and what they can do to handle such humongous volumes of calls.
If you are a telecom manager or a professional service provider such as a Managed Service Provider (MSP), Internet Service Provider (ISP), Internet Telephony Service Provider (ITSP), or Cloud Service Provider (CSP), then this blog post is just for you. So, without further ado let’s dive right into it. Read on and you would be delighted to do so.
Why 1000+ Concurrent Calls Is the New Normal for Contemporary Telecom Managers?
Not many decades back, an average organization receiving over a thousand calls a day was unimaginable. For contemporary telecom service providers, handling more than a thousand calls isn’t a rare event. A visit to a telecom contact center during peak hours can give you an idea! Here are some reasons why more than a thousand calls are the new normal for contemporary telecom managers.
1. Global User Base
A telecom company of an average size and repute serves hundreds of users across locations and time zones. So it isn’t surprising that when there is a problem in a specific location, or multiple locations, then the telecom company may receive many calls, which can be in the tune of over a thousand, all at once.
2. Nature of Telecom Products
Many telecom managers receive high call volumes, which can go over a thousand calls at a given point of time, due to the nature of products and solutions. Many products are a bit complex and there are times when customers need support to use the products or resolve issues in it. If, say for instance, there’s a network issue, the call volume will skyrocket without any doubt. That’s why telecom managers need to be prepared to handle that kind of call volume.
3. Changing Customer Expectations
Whether it’s peak time or the middle of the night, an average customer today expects that whenever they call a contact center, the phone should be answered within a few seconds. Just a little delay can drive them to hang up the call. In the worst case scenario, some customers may consider parting ways with the company for good if their calls aren’t answered immediately. Like it or not, the expectations of contemporary customers have changed exponentially and they expect a lot more from companies.
What Telecom Managers Can Do to Handle 1000+ Concurrent Calls?
When it comes to handling over a thousand concurrent calls, telecom managers can meet customers’ expectations and ensure all incoming calls are routed to the right agents by following some best practices. Here is what they can do.
1. Invest in Sophisticated IP PBX Software
First thing first; when it comes to handling a large number of concurrent calls, handpicking the right solution can make all the difference. Telecom managers must ensure that they invest in a high-quality, sophisticated, and feature-rich IP PBX software solution that can support 1000+ concurrent calls.
There are many IP PBX software solutions in the market but only a few of them can support over a thousand concurrent calls.
2. Leverage Smart Call Routing
When a telecom company receives more than a thousand calls simultaneously at any given time, it cannot manage all the calls efficiently without smart call routing.
Smart call routing is not just about directing the incoming calls to the available agents. But they involve the strategic routing of calls to the agents who are best suited to receive the calls and provide the best responses and solutions to resolve the issues and queries.
3. Engineer Multi-level IVR to Handle Calls
The way an organization greets its callers and keeps them engaged while routing their calls to the most appropriate agents can determine the quality of its customer service.
As a telecom manager, you must ensure that the callers get all the relevant options to choose their preferred language, which department they want to connect with, as well as the nature and type of their issues or queries. Once you give them the right options, you can see that the calls reach the right agents and get resolved quite quickly and smoothly.
4. Leverage Real-time Monitoring and Predictive Analytics
While facing huge call volumes, let’s say when it’s more than a thousand calls, then the room for making mistakes also increases. As if the sheer volume of calls isn’t overwhelming enough, the mistakes resulting from handling the volumes of calls can prove to be extremely costly. But what if the solutions lie in leveraging the right data and analytics?
How efficient would it be to manage the huge call volume, when telecom managers leverage real-time analytics and monitoring tools. That’s right! By leveraging real-time monitoring and predictive analytics, telecom managers can track the number of calls during any time of the day, the average waiting time, the average answering speed, the peak time, and more such insights. They can use the data to streamline calls and handle the huge call volume as efficiently as possible.
Taking Everything Into Consideration,
In today’s time, receiving over a thousand calls is not a big deal. It has become the norm. So telecom managers need to equip themselves with the right tools so that they can handle all incoming calls that come their way as efficiently and effectively as they possibly can.
Handpicking the right tech stack is critically important in such a scenario as it can mean the difference between success and failure. Thankfully, there are many solutions such as sophisticated IP PBX software that are engineered to handle 1000+ concurrent calls.