What is Call Volume?
Call volume refers to the number of inbound, outbound, or combined calls handled by a contact centre within a set timeframe, such as an hour, day, week, or month.
Tracking this figure helps managers understand demand patterns, allocate resources efficiently, and maintain service level targets.
In a contact centre environment, call volume can fluctuate based on various factors, including seasonality, marketing campaigns, product launches, service outages, or the time of day.
For example, a utility provider might see a sharp increase in call volume during a power outage, while a retailer could experience spikes during holiday sales.
Monitoring call volume allows contact centres to:
- Forecast staffing needs and schedule agents appropriately.
- Identify peak and off-peak periods for resource planning.
- Evaluate the impact of external events or promotions on customer demand.
- Balance workloads between teams or shifts.
Call volume data is often broken down by call type (inbound vs outbound), channel (voice, chat, email), or purpose (sales, support, billing).
Analysing these breakdowns helps pinpoint trends and target areas for improvement.
Why Call Volume Matters
Call volume is a foundational metric for managing contact centre operations.
Accurate tracking enables better staffing decisions, supports service level compliance, and helps maintain a consistent customer experience even during demand surges.
Related Terms:
- Service Level Agreement (SLA)
- Average Handle Time (AHT)
- Call Forecasting
- Queue Management
- Workforce Management (WFM)