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Language: English
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Use cases

Contact center operations on peak days

With CONTACT.WORK, you go into a peak day prepared, even when inquiries run several times above normal. Shifts are planned from a forecast based on call history, a cloud server is added for the season, and seasonal staff work remotely. A bot takes the high-volume questions, customers who gave up waiting get a callback, and managers see an overloaded line right away.

Get a quotePricing
2,000concurrent callsOur record across several servers
0software installs neededA headset and a regular browser – nothing else
$0license fees for the seasonNew seats don't require buying licenses
24/7bot answersNo shifts or breaks, whatever the volume

Challenges

Your line on a peak day: common problems

The queue keeps growingCustomers listen to hold music for a long time and hang up without reaching an agent.
Not enough staffNobody predicted the volume, and at the height of the rush half the shift went to lunch.
Unnecessary costsTo get through the season, you buy seats and licenses that sit idle afterward.
The same questions over and overCustomers all ask about one thing, and agents repeat the same answer until evening.
Overload gets noticed too lateThe problem surfaces through complaints, after customers have already left.
Nowhere to seat temporary staffThere are no office desks for seasonal workers and no time to install software.

Solution

What the platform does when volume rises

Forecast

The schedule is ready before volume climbs

The platform estimates future volume from inquiry history, the holiday calendar, and past seasons, then suggests the number of agents for each hour. Afterward the plan is compared with actuals, showing late arrivals, breaks, and early departures during peak hours.

  • Inquiry history
  • Holiday calendar
  • Plan vs. actual

Bot

A bot handles high-volume questions

The voice AI consultant takes high-volume questions on calls, a chatbot handles messages, and the IVR tells callers their estimated wait time. How many conversations can run at once depends on the server and phone lines – their capacity is sized for the expected peak.

  • Voice and chat
  • Estimated wait
  • Capacity for the peak

Callback

Customers get a callback even after hanging up

A customer who hangs up keeps their place in the queue: when an agent becomes free, the system dials their number. Missed calls automatically become callback requests.

  • Place in queue kept
  • Callbacks from missed calls
  • Automatic dialing

Routing

A busy department passes calls to its neighbors

When everyone in a department is on a call, the call automatically goes to another department through an overflow group. Volume is split between lines or with an outsourcing partner in set proportions, and the manager moves people between queues right from the queue view.

  • Overflow group
  • Volume split
  • Agent reassignment

Capacity

Servers and people are added to match demand

An additional cloud server runs for as long as the season lasts. Seasonal staff work from home in a regular browser, a new hire's account takes minutes to set up, and no licenses are needed.

  • Temporary cloud
  • Remote shift
  • No licenses

Examples

Four peak days

How a day like this used to go and how it goes now.

The morning after a promo email

You emailed customers about a promotion, and the next morning the line got three times the usual calls. The queue used to grow, and half the callers hung up. Now the bot explains the promotion terms, the IVR tells callers how long they'll wait, and those who don't want to wait get a callback as agents free up. Agents place orders instead of repeating the terms over and over.

  • Bot
  • Wait time
  • Callback
Example 1 of 4

You choose the overload thresholds and routing rules; we configure them at launch.

Capabilities

What else helps during a peak

Before the peak, on the peak day, and after it.

Before the peak

  • Pre-season rehearsalA couple of weeks before the peak, temporary staff answer practice inquiries, so training gaps show up early.
  • Bot testing in advanceBefore the season, the bot is run on recordings from the last peak, so it answers confidently on the busy day.
  • Suggested replies for seasonal staffThe AI assistant suggests the answer and next step to a new hire during the conversation – no lengthy training needed.
  • Advance noticesThe bot tells customers about delays and rescheduling ahead of time, so fewer questions reach the line.

During the peak

  • Simple cases to new hiresTemporary staff with the knowledge base at hand get the most common simple inquiries; experienced agents get the complex ones.
  • Tips while on holdWhile callers wait, the IVR tells them where to find an answer without an agent: on the status page or from the bot in a messaging app.
  • Same-day shift adjustmentIf volume drifts from the forecast, the system suggests adjusting today's shifts right away.
  • Priority for key customersCustomers flagged in the CRM skip the queue even at peak load.
  • Outsourcing partner for overflowWhen your own line is fully busy, calls beyond its capacity automatically go to an outsourcing partner.
  • A person instead of the botIf the bot can't handle it or the customer is frustrated, an agent takes the call and sees the whole conversation so far.
  • Agent statusesAt peak you can see who is on a break, at lunch, or doing after-call work, and how many people are actually taking calls.
  • Queue dashboardHow many customers are waiting, service level, and answered and abandoned calls are shown together and update in real time.
  • VoicemailIf a caller doesn't want to wait or get a callback, they can leave a message.

After the peak

  • Signs of staff burnoutRising late arrivals and absences or falling quality scores tell the manager it's time to ease the team's load.
  • Overtime trackingTimesheets show how much each person worked, so overtime doesn't go unnoticed.
  • Daily lossesAbandoned calls broken down by line, agent, and reason.
  • Plan vs. actualHow closely the forecast matched reality – useful when preparing for the next season.

Modules

Contact center modules

Workforce managementForecasts future volume from history and holidays and builds a schedule for the peak. Shows where the plan and actuals diverged.→Missed call callbackTurns calls abandoned in the queue into callback requests and connects the customer as soon as an agent finishes a call.→Queues and routingRoutes calls across lines, in set proportions, and through overflow groups. When one department is overloaded, colleagues in the next one pick up the calls.→Voice AI consultantHandles voice conversations on high-volume questions during the peak. The number of simultaneous conversations is sized for your volume.→Real-time monitoringShows current queues, wait times, and service level, and alerts the manager when metrics go outside acceptable limits.→CloudLets you add a server for the season and drop it afterward. Agents need only a browser – no office required.→
Customers who hang up aren't lostA caller who hangs up still gets help: an agent calls them back. An abandoned call becomes a callback request instead of disappearing along with the customer.
Staffing that matches real demandShifts follow a forecast that gets more accurate every season. People aren't overloaded, fewer agents quit after the peak, and quiet days don't carry extra shifts.
Pay for an extra server only during the seasonFor the busy period, an additional compute server is turned on in the cloud. When volume drops, it's turned off and hosting costs return to their usual level.
Managers know about overload before customers doAs soon as the queue or wait time goes over a set limit, the manager gets an alert and can move people from neighboring lines to the busy one.

Launch

How we prepare for a peak

  1. 01ReviewWe study past peaks: when they happened, how many calls came in, and what share were lost.
  2. 02ForecastWe calculate the expected volume for the whole season from your inquiry history and holiday dates.
  3. 03CapacityWe determine how many servers and phone lines the peak will need and set up extra cloud capacity in advance.
  4. 04AnswersWe build a knowledge base of common questions for the bot and set up the estimated wait time announcement.
  5. 05RoutingWe set up backup call routes, callbacks, and the thresholds that trigger an alert to the manager.
  6. 06ResultsAfter the peak, we compare the forecast with actuals together and review losses to prepare better for the next one.

Preparation

What to decide up front

When are your peaks?List the seasons, promotions, and dates with the most calls – the forecast is based on them.
Who works the peak?Decide how many temporary staff you need and whether they'll work remotely.
What goes to the bot?List the common questions of the season – the bot will answer them instead of agents.
What's the wait-time target?Set the acceptable customer wait time – when it's exceeded, the manager gets an alert.
Where do overflow calls go?Name the neighboring departments or outsourcing partner that will take calls when the line is overloaded.

Q&A

Frequently asked questions

How much load can the platform handle?

The limit depends on the servers and phone lines, which are sized for your expected volume. The maximum reached on a group of servers is 2,000 concurrent calls.

What does extra capacity for the season cost?

The cloud server added for the peak is turned off after the season, and your hosting bill goes back down. New agents need no licenses, and peak setup is billed in support hours under your support plan. Contact us for pricing.

Pricing calculator →

Does this work on our own servers?

On your own servers, the hardware is sized up front for the busiest day of the season, and seasonal staff still work in the browser.

How quickly can we add a temporary agent?

A new hire gets an account and a headset, and a few minutes later they're taking calls in the browser – in the office or at home.

What does a customer hear when everyone is busy?

The IVR gives an estimated wait time and offers a callback without losing their place in the queue.

How do we spot an overloaded line?

The manager's screen always shows the queue and current service level, and an alert comes in when a metric crosses the set threshold.

Is this useful for a small team?

Callbacks, backup routing, and shift forecasting work even with a few agents. The voice AI consultant is offered to contact centers with ten or more agents.

How do we put a price on lost calls?

A report shows where and why calls went unanswered. The calculator helps estimate how much you'd save if the bot took routine inquiries.

Savings calculator →

Glossary

Terms on this page

Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Abandonment rate
How many callers hang up before an agent answers. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Call routing
Rules the system uses to decide who gets a call. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
After-call work (ACW)
What an agent does right after a call: outcome, customer record, tasks. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Automatic callback
The system calls back everyone who couldn't get through. Learn more →

More

Related

After-hours answering How calls are handled after the office closes: the bot answers, urgent issues go to the on-call employee, and in the morning managers handle the requests collected overnight. Learn more Auto dialer How the bot calls customers before the peak to warn them about a delay or rescheduling, so they don't call in themselves. Only people who answer are passed to an agent. Learn more API and protocols How to connect the platform to your CRM and accounting software so that during a peak the bot can give customers their order status and details without pulling in agents. Learn more AI agent savings See what share of inquiries an AI agent can take during busy periods and how many paid agent hours that frees up in a year. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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