How to tackle high call volume: 5 strategies for 2025

What brings high call volume

The first step to handling a high number of calls is figuring out why customers are calling so often. A few main reasons usually stand out:

1. Holiday season

During busy times like Black Friday, Cyber Monday, Christmas, and back-to-school, calls go up a lot. Customers want to check orders, confirm shipping, make returns, or ask last-minute questions about products.

For call centers, this means juggling many calls at once and sometimes needing extra staff to keep up.

2. Fraudulent calls

Some calls aren’t even real customer questions; they’re scams. Phone fraud takes advantage of the phone system to make money from calls to toll-free numbers. 

Luckily, smart call systems can spot and block most of these fake calls. Some even work with law enforcement and phone companies to stop these scams completely.

3. Another department is underperforming

Sometimes the cause of extra calls is internal business issues. For example, if one department has a backlog of service requests, customers may call any number they can find, hoping to reach someone who can help.

To fix this, track service levels across all channels and watch how calls move from one department to another. If calls keep bouncing around, it may be time to review staffing, improve call quality monitoring, or make sure the department is hitting targets and meeting SLAs.

5 tactics to tackle high call volume

1. Use customer support software

None of the other tactics will work effectively without customer support software integrated into your workflow. A platform like Mevrik centralizes all customer data in one place, allowing agents to provide fast and personalized service.

If you’re thinking about investing in customer support software, here are a few things to consider:

• Ensure the software integrates with all your communication channels (phone, email, chat, social media).
• Look for features like ticketing, automated call logging, and reporting dashboards to track performance.
• Check whether it allows real-time collaboration among agents and supervisors for faster issue resolution.

2. Add Extra Staffing

When call volumes spike unexpectedly, having too few agents can overwhelm the team and increase wait times. Adding extra staff ensures coverage and keeps service levels stable.

Here is how to apply extra staffing:

• Monitor call volume in real time and adjust staffing as needed to respond to sudden spikes.
• Hire temporary, part-time, or on-call agents during peak periods or seasonal surges.
• Pair extra staffing with call routing strategies to make sure calls reach the right agent efficiently.

3.  Have an action plan for high-volume events

When calls come in faster than usual, agents can become overwhelmed without clear procedures. A rule book provides structured guidelines so everyone knows how to respond, keeping operations smooth and customers satisfied.

Here is how to create a rule book:

• Outline roles and responsibilities: Clearly define what each agent, supervisor, and support staff member should do during high-volume periods.
• Include escalation procedures: Specify when and how calls should be escalated to senior staff or specialized teams.
• Prepare communication templates: Include pre-recorded messages, email responses, and scripts for informing customers about wait times or alternative channels.
• Define monitoring and adjustment rules: Explain how to track metrics like call volume, wait times, and agent load, and how to make real-time adjustments.

4. Implement callback options

Long wait times can frustrate customers and increase abandoned calls. Offering a callback option lets callers avoid holding on the line while still receiving timely assistance.

Here is how to implement it:

• Integrate callback functionality into your phone system or IVR.
• Allow customers to select a convenient time for the callback rather than waiting on hold.
• Prioritize callbacks based on urgency or customer type to maintain satisfaction.
• Monitor metrics like callback completion rate and average wait time to refine the process.

5. Implement self-service resources

When discussing self-service options, people often focus on features included in their software. In reality, self-service has a broader meaning and comes in several forms across the industry, all aimed at helping customers find answers without needing an agent. 

Here are some common ones:

• Knowledge Bases and FAQs: Comprehensive repositories of information that address common customer inquiries and issues.
• Interactive Voice Response (IVR) Systems: Automated phone systems that guide callers through a menu to find answers or direct them to the appropriate department.
• Mobile Apps: Applications that allow customers to manage their accounts, track orders, or access support directly from their smartphones.
• Chatbots and Virtual Assistants: AI-powered tools that provide instant responses to customer queries, available 24/7.

Key issues when handling high call volume

High call volume can create a number of challenges for businesses and support teams. Some key issues include:

1. Long wait times: Customers may experience extended hold periods, which can lead to frustration and lower satisfaction.
2. Agent burnout: Repeated high-pressure interactions can increase stress and fatigue among support staff.
3. Decreased service quality: When agents are rushed to handle many calls, they may provide less thorough or less accurate responses.
4. Difficulty tracking performance: With many calls coming in, monitoring metrics like call resolution time, satisfaction, and follow-up effectiveness becomes harder.

Final thoughts

High call volume can feel overwhelming, especially when customer expectations for fast service continue to rise. Without a plan, long wait times and stressed agents can quickly affect customer satisfaction.

Applying structured tactics—like smarter scheduling, self-service tools, and optimized routing—gives your team a clear framework to manage spikes more smoothly. Each step builds toward reducing pressure on agents while keeping customers informed and supported.

Plus, with a platform like Mevrik, you can keep all customer interactions in one place, optimize processes, and give your agents the tools they need to perform at their best during the busiest times. Sign up for a free trial today.

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