In any industry, spikes in call volume can happen at any moment. Some are more predictable, allowing you the breathing space to prepare. However, when call volume is completely unexpected, finding enough staff to meet a sudden influx of calls becomes increasingly challenging.
For the last four weeks, the UEFA European Football Championship has dominated TV screens across Europe. Fans have anxiously watched their nations battle it out for 90+ minutes, all hoping to lift the European Championship trophy.
Just as a football match can swing instantly with a surprise goal or a sudden shift in momentum, call volume can surge without warning. In both scenarios, quickly adapting and responding is crucial for success.
Preparing for unexpected call volume
On July 14th, 20.3 million fans tuned in across the UK to watch England play against the Netherlands. This chart shows the call volume to one of PolyAI’s British pub clients during the match.
As expected, phone lines were absolutely silent during gameplay as anxious fans watched both teams battle it out over a 1-1 scoreline. There was a quick burst of calls during halftime from optimistic fans, and then, as soon as England secured a 90th-minute goal to win the match, there was a surge in calls from customers looking to book a table for the final.
This pub uses a PolyAI voice assistant to take reservations over the phone so its staff can focus on serving drinks to fans celebrating on-site.
Here’s what a customer-led booking experience with a voice assistant sounds like.
Handle unpredictable call volume with a PolyAI voice assistant
You can’t always predict spikes in call volume, but you can still be there for your customers when they need you. PolyAI mitigates the risk of unexpected call peaks with voice assistants available 24/7, enabling you to handle calls without preparation quickly.
Enhancing customer service with voice AI
PolyAI voice assistants make, edit, or cancel reservations and answer questions about individual sites and brand-level queries so your staff can focus on leaving a positive, lasting impression of your on-site brand experience.
Discover how to automate reservation calls end-to-end with a voice assistant that feels, sounds, and speaks like your dream customer service agent.
