How do you calculate your call volume (and use AI to reduce it)?

Natalie Smithson
AI enthusiast | Tea addict | Focused on using AI assistants to win the working week

What is call volume?

Call volume is a metric used in customer service to show the total number of incoming calls handled by your customer support teams over a specified period of time. It’s an essential metric for assessing the workload and overall efficiency of your customer service operation.

A persistently high call volume might suggest the need to increase your support resources or optimise your workflows. On the other hand, a low call volume might mean customers aren’t engaging with your service as expected, which could prompt a review of your service offerings or marketing.

How do you calculate your call volume?

To calculate call volume, count the total number of incoming calls over a specific time frame, like a day, week, or month. Divide this total by the number of hours your teams are online for to find the average call volume per hour.

This will give you insights into peak calling times, where you need to allocate your resources and the performance of your teams overall, but you’ll find it easier to tackle any issues with call volume if you introduce an AI assistant to help out. Launch an AI assistant and your call volume will not only reduce, it’s also easier to see what customers want to speak to you about most often via an easy-to-use dashboard. You can then plug any bottlenecks in support or fix problems that increase call volume in the first place.

AI Studio dashboard showing data for AI assistant conversations

Rethinking call volume strategies to suit the age of AI

Now AI assistants are available to answer queries immediately ― tens of thousands of them all at the same time, at a totally affordable rate with no technical skills required, a high call volume can soon become a thing of the past.

When you make the shift to AI automation, it’s important to track call volume before and after the launch of your AI assistant, so you can see the true impact and value of AI automation, plus calculate your return on investment (ROI).

Barking & Dagenham Council worked out they saved £48,000 in their first six months after launch of a next-gen AI assistant and their ROI quickly reached 533%.

“Without our AI assistant our call volumes would have continued at an exceptionally high level and we are confident the system has saved us the equivalent of 2 additional heads due to us being open 7 days a week.” ~ John Branigan, Director of IT & Transformation at Mytime Active

Calculate your savings

Calculate the cost savings that will be achieved by adding an AI assistant to your website

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Return on investment (ROI)
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Equivalent saved resource
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Total calls, emails & live chats
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Total calls, emails & live chats
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25,000+

Move the slider above to match your total customer service load per month (including calls, emails and live chats).
To calculate accurate savings for your business, put your real figures in the boxes below to replace these benchmarks.

your current average cost per enquiry (calls, emails, and live chats)
of enquiries you wish to be handled by your AI assistant (without the need for a call, email or live chat)
your average hourly rate for customer service rep / agent (including costs such as training, equipment, recruitment)

Dishing up the customer service pie differently

Like many organisations, your telephone communications might currently command the largest piece of what we call the customer service pie, where customer service operations hinge on standard business hours. The problem is, if your support is only active for 8 hours from 9-5, how do you help people for the rest of the 16 hours in a day? Using an AI assistant keeps your support open 24/7 and is a far less expensive ‘pie strategy’.

Rethinking the customer service pie: 80% AI chatbot, 15% live chat, 5% phone

What would YOU do with more hours in a day?

Using an AI assistant is not only about saving money, it’s about saving you valuable time, too. “Having an AI assistant can help reduce the number of enquiries you have overall,” says Aaron Gleeson, Implementation Lead at EBI.AI, “resulting in your support agents having more time to provide a better quality and experience to your customers.”

“Because the property AI assistant takes on more routine tasks like maintenance requests and contract information, it frees up our property managers to concentrate on the overall service and maintenance of the building, providing a better experience for tenants.” ~ Sam Winnard, Director of Build to Rent Management for JLL

Launch an AI assistant today

You can get started with just your website URL and your AI assistant is ready in less than 10 minutes!

FAQs

What role does customer feedback play in optimising AI assistants for customer service operations?

Customer feedback, especially gathered in high volumes through an AI assistant, transforms your insights into customer preferences, pain points, and satisfaction levels, helping you tailor your AI-powered support solutions to meet customer needs effectively. By analysing customer feedback, you can identify areas for improvement, enhance your AI assistant’s performance, and deliver a more personalised customer experience.

How can I use an AI assistant to enhance customer interactions beyond traditional support channels?

AI assistants can be used to enhance customer interactions beyond traditional support channels by integrating them into various touchpoints like websites, mobile apps, and social media platforms. You can proactively improve customer engagement, offer personalised recommendations, and give instant AI-driven assistance across multiple channels. By expanding the use of AI assistants, you can rapidly improve omnichannel customer experience, increase customer engagement, and build stronger relationships through consistent and efficient AI chatbot interactions.

What data security measures should I consider when implementing AI assistants for customer service?

Data security is a critical aspect of implementing AI assistants for customer service. You should consider security measures such as encryption, access control, regular data audits, and compliance with data protection regulations to safeguard customer information. By prioritising data security, you can establish trust with customers, mitigate potential risks of data breaches, and make sure that sensitive information remains protected throughout customer interactions with your AI assistant.

How can I measure the effectiveness of my AI assistant in improving customer service operations beyond call volume reduction?

Besides call volume reduction, you can measure the effectiveness of your AI assistant in improving customer service operations by evaluating metrics like first response time, first contact resolution, customer satisfaction scores, and customer retention rates. Additionally, analysing customer feedback and tracking key customer service goals can give you valuable insights into the impact of using an AI assistant on enhancing operational efficiency and overall customer experience.