Our Calls Spike and We Can't Staff for It
When calls spike, Authava's Phone Bot picks up the calls your team can't get to, answers the common questions, and captures every caller's details for follow-up. You don't have to staff for your busiest hour to stop losing callers in it.
Why Do Call Spikes Cost So Much?
Calls rarely arrive evenly. A storm, a seasonal rush, a marketing campaign, or Monday morning brings a wave, and the callers who hit a busy signal or voicemail often call the next business on the list. Hiring for the peak means paying for idle time the rest of the week.
What Do Businesses Usually Try?
- Hiring seasonal or temporary staff. It adds hands, but training takes time, and the rush is often over before they're up to speed.
- Letting overflow go to voicemail. Nothing is lost on paper, but callers in a hurry hang up instead of leaving a message.
- Asking callers to hold. They stay on the line for a while, but a long hold is often when they decide to call someone else.
Each of these makes the caller wait, and in a rush, waiting is when callers leave.
How Does Authava Solve It?
Your phone system decides which calls go to the bot. A common setup sends calls to the Phone Bot when nobody on your team picks up, so your staff answer what they can and the bot takes the rest.
- It answers the questions it can, from your business information.
- It collects the caller's details and what they need, so your team can follow up when the rush passes.
- It transfers the important calls to a person.
- It sends a transcript of every call.
See Phone Bot and Convert Missed Calls to Bookings.
What This Looks Like in Practice
A storm rolls through and the phones light up. Your team answers what it can, and the rest of the calls roll to the Phone Bot, which answers the common questions and takes each caller's address and problem. By afternoon, your team has a list of callers with their details, ready to schedule.
Frequently Asked Questions
Can the Phone Bot take only the calls my team misses?
Yes. Your phone system can send calls to the bot only when nobody picks up, after hours, or for every call.
What happens to callers the bot can't help?
The bot collects their details and what they need, so your team can follow up, or transfers the call to a person.
Do I need to change phone systems?
No. You keep your existing phone system and number. See Authava and RingCentral for an example.
How is this different from putting callers on hold?
Callers get an answer, or have their details taken, right away instead of waiting for the next available person.