Peak management

Mastering peak management: Elevate your contact centre experience

Whether it’s seasonal surges like Christmas or Black Friday, new product launches with limited agent availability, or unexpected events such as extreme weather or power outages – managing fluctuating customer demand takes more than just extra hands.

We’ve spent years helping organisations prepare for and respond to peak times. That means scaling up quickly with the right people, training, insight and technology. But there’s a lot more going on behind the scenes.

Working with our hyperscale partners, we’re delivering a more proactive and personalised approach to peak management.

Capita Contact, our generative AI-powered self-service platform, helps you adapt fast. It lets you scale your customer experience delivery with ease – improving efficiency and transforming how you support your customers during both planned and unexpected peaks.

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Capita Contact can help with

Effective peak management

Enhanced caller experience

Resource optimisation

Operational efficiency

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Improved team performance

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Capita Contact uses automation and AI to manage peak times smoothly. It helps maintain service quality and handle more calls without affecting caller experience or operational efficiency.

By automating simple tasks, our platform frees up service teams to focus on more complex needs. This means callers get a more personalised and high-quality experience, even when demand is high.

Future automation features will help prioritise support for businesses facing high demand. This ensures resources are used where they’re needed most, keeping service timely and consistent.

Thanks to our technology partner, we can deploy the platform quickly. It’s secure, scalable and cost-effective – helping you maintain operational excellence during busy periods.

We use sentiment and trend analysis, along with feedback, to build team skills and boost “right first time” results. Agent onboarding time is cut by 50%, and attrition rates are expected to be 10 to 15% lower than the industry average – helping you keep a stable and skilled team during peak times.

Capita Contact: mastering peak management

Capita Contact helps you stay ahead during busy periods. By automating simple tasks, we free up your teams to focus on complex customer needs – delivering exceptional service even when demand is high.

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