When volume spikes predictably.
WHAT CAUSES PREDICTABLE SPIKES
Renewal periods Product launches Seasonal trade Promotions Scheduled changes
WHAT TO DO IN ADVANCE
Forecast from previous occurrences Arrange cover Prepare templates Publish information pre-emptively
WHY PRE-EMPTIVE INFORMATION
It removes a proportion of the contact entirely.
WHAT TO PREPARE
Answers to the questions the event will generate.
HOW TO KNOW THEM
Last time.
WHAT TO ADJUST TEMPORARILY
Published response times, if necessary.
WHY
Honesty about a temporary delay beats missing a commitment.
WHAT TO AVOID
Scheduling anything risky during a peak.
WHAT TO COORDINATE
Marketing and support.
WHY
Campaigns generate contact, and support should know before it arrives.
WHAT TO ASK MARKETING FOR
Advance notice, and the expected volume.
WHAT TO MONITOR DURING
Queue depth and response times, hourly.
WHAT TO DO IF IT EXCEEDS PLAN
Prioritise by severity, and communicate.
WHAT TO REVIEW AFTERWARDS
What was asked, and what could have prevented it.
WHAT TO KEEP
The templates, for next time.
