{"id":52308,"date":"2026-04-20T15:41:48","date_gmt":"2026-04-20T15:41:48","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/peak-in-calls\/"},"modified":"2026-04-20T17:18:56","modified_gmt":"2026-04-20T17:18:56","slug":"peak-in-calls","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/peak-in-calls\/","title":{"rendered":"Peak in calls"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">A sharp, sudden, or sustained increase in the volume of calls received by a contact center or customer service department is defined as a call spike. These spikes can result from various factors, such as consumer trends, technical issues, external disruptions like strikes or weather events, or marketing campaigns encouraging customers to call a specific number. If call spikes are predictable, they can be managed by adjusting agent staffing levels or implementing specific procedures.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Implementing solutions such as call routing, using virtual queues, or other technological tools can also contribute to the effective management of call spikes. For example, an energy company like Enedis might experience a significant increase in calls, potentially exceeding 200,000 in just a few hours during a major crisis that causes power outages.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A sharp, sudden, or sustained increase in the volume of calls received by a contact center or customer service department is defined as a call spike. These spikes can result from various factors, such as consumer trends, technical issues, external disruptions like strikes or weather events, or marketing campaigns encouraging customers to call a specific [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52308","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52308","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52308\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52308"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52308"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52308"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}