What is Volume?

Volume refers to the measure of how many inbound contacts (such as calls, emails, chats, or social media interactions) are coming into a contact center within a given period of time. This metric is typically represented in increments of a quarter-hour, hour, or day. It helps in understanding the demand and workload faced by the contact center.

How to Calculate Volume

To calculate Volume, simply count the number of inbound contacts received during a specific time period. For example, if a contact center receives 100 calls in an hour, the Volume for that hour is 100.

Why Volume Matters

Volume is important because:

• Resource Allocation: Helps in planning and allocating resources effectively to handle the incoming contacts.
• Workforce Management: Assists in scheduling and staffing to ensure adequate coverage during peak times.
• Performance Measurement: Provides insights into the contact center's performance and helps identify trends and patterns in customer interactions.

Factors Influencing Volume

Several factors can influence the Volume of inbound contacts, including:

• Marketing Campaigns: Promotions and advertisements can lead to an increase in customer inquiries.
• Seasonal Trends: Certain times of the year, such as holidays, can see a spike in contact volume.
• Product Launches: New product releases or updates can generate more customer questions and support requests.
• Service Issues: Technical problems or service outages can lead to a surge in customer contacts.

Strategies to Manage Volume

To manage and improve handling of Volume, consider the following strategies:

• Forecasting: Use historical data to predict future contact volumes and plan accordingly.
• Flexible Staffing: Implement flexible staffing solutions to adjust to varying contact volumes.
• Self-Service Options: Provide self-service options such as FAQs, chatbots, and knowledge bases to reduce the number of inbound contacts.
• Efficient Processes: Streamline processes and workflows to handle contacts more efficiently.

Related Terms

• Contact Rate: The number of contacts received per unit of time, often used interchangeably with Volume.
• Service Level: The percentage of contacts answered within a specified time frame.
• Average Handling Time (AHT): The average duration of a single transaction, including hold time, talk time, and follow-up tasks.

Conclusion

Volume is a crucial metric in contact centers that helps in understanding the demand and workload. By effectively managing and forecasting Volume, organizations can ensure they have the right resources in place to provide excellent customer service and maintain operational efficiency.