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Handling Seasonal Peaks with VoIP: Your Guide for Boosting Sales
news
02.10.2025
Virtually any business can be affected by seasonal peaks in sales. Retailers and logistics operators, famously, need to handle holiday shopping sprees, but they’re not the only ones. A medical device business can boom at the end of the year as customers want to make the most out of their remaining insurance coverage. Pest control and lawn care, in turn, earn the bulk of their revenue in spring and summer.
These seasonal peaks in demand put a strain not just on your inventory and workforce management but also on your customer service. For example, customer support requests can increase by up to 79% following Black Friday sales.
Here’s how VoIP can help you navigate seasonal changes in demand.
Seasonal businesses typically expect to generate up to 70% of their revenue during peaks in demand. During those spikes, key revenue-making opportunities include:
However, revenue isn’t the only opportunity that opens up to you in those short few weeks or months. Seasonal branding helps you ramp up customer engagement, while exclusive seasonal promotions for existing customers promote loyalty. Memorable packaging and free perks can also strengthen the connection between your business and customers.
But, of course, seasonal peaks can be a trying time for your business due to:
Four in ten consumers worldwide say they won’t return to a business after just one bad experience. In the UK, 41% of consumers still generally prefer phone support, and that figure rises to 69% for urgent issues and 68% for high-end products.
So, how fast your phone reps respond to customer calls and how effectively they resolve their queries will impact your customer retention and loyalty, as well as customer satisfaction rates. It also matters for your reputation: 95% of customers share their bad experience with someone.
Long hold times are the number one source of frustration for consumers, outpacing cross-channel transfer difficulties by five whole percentage points. In fact, 71% of consumers say they feel valued when a business responds promptly.
But, of course, as much as you want to value your customers’ time, the higher-than-usual influx of inbound calls can make it next to impossible. That can be due to staffing shortages or concurrent call limitations. Lags and poor connection quality can also stretch call time, irritating the customer in the process.
Most customers don’t want to repeat themselves when they switch between channels or provide the information that the business should already have. What’s more, 78% of customers say they expect their interactions to be personalised.
Meeting that demand can lead to a higher lifetime value, ROI, and CSAT score as 87% of consumers value brands that understand their needs and history.
In practice, personalisation in phone support can mean:
VoIP enables you to use the internet to make and receive calls, with VoIP being its underlying internet protocol. Besides reducing call costs (especially for international calls), VoIP solutions also enable features like:
During seasonal peaks in sales, VoIP can help you:
Handling seasonal peaks typically calls for three types of VoIP solutions.
A cloud PBX system centralises all calls and, together with SIP trunking, enables VoIP calls. It also enables IVR and voice menu, call handling rules, call recording, and detailed call analytics. During seasonal peaks in calls, a cloud PBX system:
SIP trunk enables VoIP calls and routes them via your PBX system. SIP trunking comes with several benefits for seasonal spikes in demand:
Here’s how an SIP trunk works:
Virtual DID numbers, in turn, enable you to use local numbers for both incoming and outgoing calls, without exorbitant fees. During seasonal peaks, you can easily add more temporary DID numbers in locations that generate a lot of sales during a short window of time (e.g., in the U.S. before Thanksgiving).
At DID Global, we provide VoIP solutions for companies across 150 countries. Here are three stories of our clients that perfectly illustrate the impact the VoIP technology can have on your business:
To avoid lost calls, long waiting times, and customer dissatisfaction:
The VoIP technology can help you remove two major pain points for callers during high season: long wait times and long resolution times. In addition to virtually instant phone line scalability, VoIP’s support for IVR enables smarter call routing, while CRM integration speeds up data retrieval for reps.
DID Global helps businesses across 150+ countries navigate large call volumes during seasonal peaks with a cloud-based PBX system, SIP trunking, and virtual DID numbers. Explore our solutions for call centres, retailers, and logistics businesses to learn how our VoIP solutions can help you speed up response times, minimise lost calls, and personalise interactions.
Adding new lines quickly is crucial for scaling your capacity for the high season. Pay attention to call routing to prevent congestion and the IVR to enable self-service for routine queries. Consider CRM integration to speed up calls and improve customer experience.
CRM integration enables your agents to access customer information and history with your company during conversations. With it, agents can address customers by name and avoid unnecessary questions. They can also personalise their interaction if, for example, the customer is flagged as a churn risk.
Call analytics provide clear data on peak hours, allowing you to ensure sufficient staffing during those hours. Voice menus and IVRs enable smarter call routing and can resolve routine queries. The callback option, in turn, enhances the caller's experience by eliminating the need to wait on the line.
