Managing Capacity

When Wimbledon, Glastonbury and the British F1 Grand Prix all coincide one thing is certain; mobile lines will be humming.  Texts, tweets, status updates, pictures and videos will be shared and uploaded in their hundreds of thousands as fans cheer on their favourite. 

Wimbledon may have a ban on phones being used in and around the courts during play but even there fans will still find plenty of chances to share their news.  Even though service providers are used to juggling demand and supply, when so many events collide it is a fair bet that a lot of planning will have gone into keeping phone services running without a hitch.

Whilst the confluence of several major occasions may be a challenge for the major infrastructure companies and organisations, the need to plan is one which faces every business at some stage.  A new product line, a fresh marketing strategy, a special offer; opening in a new area; all can result in a considerable increase in calls to the business.  Unless the time has been taken to ensure telephone capacity the only result will be frustrated customers and reputational damage.

Luckily there are a number of ways in which businesses can use automated telephone services to help them to manage volume calls.  Hunt groups can shuffle calls to the next available employee whilst phone diverts can move calls on to an outside agency or virtual assistant service; information lines can be structured to cope with thousands of simultaneous calls and answerphone services can also cope with multiple calls.  And when expecting multiple callers but still wanting to enable special contacts to get through, separate lines or PIN accessed lines can be set up and dedicated to individual receivers.

In the social media age we tend to take connectivity very much for granted and infrastructure suppliers work to achieve this end.  Glastonbury in 2013 even has a wi-fi enabled tractor and a dedicated 4G network to meet the needs of its revellers.  But simply because we expect our phones to be always on, because we expect there always to be someone on the other end when we call it is more of a shock when we are left hanging on the phone and unable to get through.  A simple amount of pre-planning and structuring your phone system to meet expected call volumes can make a world of difference.  You may not be praised as callers take connectivity for granted but at least you won’t be condemned in social media either.

Written by Alison