Call data is the backbone of an organization like Ruby, where we look to the information to help direct staffing and ensure we’re providing the best experience for callers. In addition to keeping Ruby running smoothly, the data also provides some fascinating insights into call volume trends. For example, did you know March is one of the highest call volume months for our clients? Little tidbits like this can be useful when determining when to plan vacations, launch marketing campaigns, and more!
Ready to dig into the data? First, let’s take a look at the big picture.
Below is chart displaying the annual distribution of calls for 2011, 2013, 2015. Though all three years follow a similar path, there are a few interesting distinctions.
Folks are taking post-holiday recuperation time. In 2011, January topped the year as the most popular month for calls. This trend has since reversed, with January falling to the second lowest call volume month of the year. This is great news for small businesses that may need some extra time preparing for the new year after a crazy holiday season. Data shows you have some runway to get yourselves ready for the February onslaught!
There’s an end of the quarter barrage. With the exception of December, there are noticeable spikes in call activity towards the end of the quarter on a typical fiscal calendar (e.g. March, June and August). Whether it’s the result of urgency associated with goal setting or budgets, it’s useful information if you’re considering launching a marketing campaign or a special deal for customers.
Looking to narrow the data even further? You got it! Let’s see what we can deduce from call distribution over a typical week.
Could Tuesday be the new Monday? In previous years, calls began the week with a bang and gradually reduced each day. Last year, however, Tuesday gave Monday a run for its money as the highest call volume day of the week. We’ll report back next year if this trend becomes more pronounced, but for now it’s worth noting if you often schedule meetings on Tuesdays instead of Mondays.
Friday is best day to focus. Just like December, Friday is still the reigning champ for least amount of calls. Take the downtime the end of the week provides to focus on attention-heavy projects or to schedule longer return calls.
We hope you find these insights useful when laying out your own plans for the year. Of course, Ruby’s got your back no matter how the call volume changes!