{"id":38463,"date":"2026-11-12T08:00:00","date_gmt":"2026-11-12T07:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/how-do-you-check-if-new-contact-center-software-is-suitable-for-your-current-call-volume\/"},"modified":"2026-11-12T08:00:37","modified_gmt":"2026-11-12T07:00:37","slug":"how-do-you-check-if-new-contact-center-software-is-suitable-for-your-current-call-volume","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/how-do-you-check-if-new-contact-center-software-is-suitable-for-your-current-call-volume\/","title":{"rendered":"How do you check if new contact center software is suitable for your current call volume?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p>Check if new contact center software is suitable for your call volume by mapping your peak load, calculating maximum concurrent connections, and testing this against the vendor&#8217;s technical specifications. Suitability goes beyond average volume: software must also handle peaks, growth, and outages without performance loss. In this article, we answer the most practical questions about capacity, scalability, and testing new telephony software.<\/p>\n<h2>What determines if contact center software can handle your call volume?<\/h2>\n<p>Whether contact center software can handle your call volume depends on three factors: the maximum number of concurrent connections the software supports, the processing capacity of the underlying infrastructure, and the extent to which the software scales automatically during peaks. Average daily volume is an insufficient metric for this.<\/p>\n<p>Most problems don&#8217;t arise on an average Tuesday, but at moments of unexpected busy periods: a breakdown, a campaign, a seasonal peak, or a media moment. Software that can handle the average but crashes during peak load causes queues and dropped calls at exactly the wrong moments.<\/p>\n<p>Additionally, the following factors play a role:<\/p>\n<ul>\n<li><strong>Concurrent sessions:<\/strong> how many calls can be handled simultaneously without loss of quality?<\/li>\n<li><strong>Integrations:<\/strong> do links with CRM or ticketing systems slow down handling at high volumes?<\/li>\n<li><strong>Routing logic:<\/strong> how quickly does the system distribute incoming calls during busy periods?<\/li>\n<li><strong>Infrastructure location:<\/strong> does the software run in the cloud, on-premise, or hybrid, and what does that mean for scalability?<\/li>\n<\/ul>\n<h2>How do you calculate the maximum call volume your software must support?<\/h2>\n<p>Calculate the maximum call volume by analyzing your peak hour: how many calls come in simultaneously on your busiest day of the year? Multiply this by a growth factor of at least 20 to 30 percent to accommodate future growth and unforeseen peaks. This number is your minimum requirement for software capacity.<\/p>\n<p>Retrieve the necessary data from your current PBX or contact center platform. Look specifically at:<\/p>\n<ol>\n<li>The maximum number of concurrent calls in the peak hour of the past twelve months<\/li>\n<li>The average call duration, including after-call work<\/li>\n<li>The percentage of missed calls during peak periods<\/li>\n<li>Seasonal patterns or planned campaigns that generate extra volume<\/li>\n<\/ol>\n<p>With this data, you can formulate a realistic capacity requirement. Many organizations underestimate their peak volume because they only look at monthly averages. Always build in a safety margin so that <a href=\"pegamento.nl\/en\/contact-center-technology\/\">contact center capacity<\/a> holds up even in unexpected situations.<\/p>\n<h2>What questions should you ask a vendor about capacity and scalability?<\/h2>\n<p>Ask a vendor at least these questions before making a decision on new contact center software: what is the maximum number of concurrent connections, how does the system scale during peaks, and what is the guaranteed uptime at high volume? Vendors often provide broad specifications, but the details determine whether the software works in practice.<\/p>\n<p>Concrete questions to ask:<\/p>\n<ul>\n<li>What is the maximum load the platform can technically handle, expressed in concurrent calls?<\/li>\n<li>Does the software scale up automatically during peak load, or is manual intervention required?<\/li>\n<li>What is the SLA for availability, and does it also apply during peak periods?<\/li>\n<li>How are integrations with CRM and other systems affected at high volume?<\/li>\n<li>Are there reference organizations with a similar call volume that you can speak to?<\/li>\n<li>What happens technically if the maximum is exceeded: are calls rejected, placed in a queue, or forwarded?<\/li>\n<\/ul>\n<p>Also ask about support during implementation and ongoing management. A vendor that only delivers the software but takes no responsibility for its operation in your environment will still leave you stranded during capacity problems.<\/p>\n<h2>How do you test if new contact center software can really handle your call volume?<\/h2>\n<p>Test new contact center software for call volume by performing a controlled load test before going live: simulate your peak scenario with the expected maximum number of concurrent calls and measure response times, connection quality, and system stability. Do not accept software based on specifications alone.<\/p>\n<p>A good load test goes through these steps:<\/p>\n<ol>\n<li><strong>Set up a test scenario<\/strong> based on your calculated peak volume, including the growth margin<\/li>\n<li><strong>Simulate realistic conditions<\/strong>: combine incoming calls with active integrations and routing logic<\/li>\n<li><strong>Measure the right indicators<\/strong>: connection time, call quality, system response, and error messages<\/li>\n<li><strong>Also test the failover<\/strong>: what happens if a component fails at high volume?<\/li>\n<li><strong>Evaluate the recovery speed<\/strong> after a peak subsides<\/li>\n<\/ol>\n<p>Preferably perform the test together with the vendor and record the results in an acceptance document. This gives you a clear basis if the software does not meet expectations after going live.<\/p>\n<h2>What are common mistakes when assessing software capacity?<\/h2>\n<p>The most common mistake when assessing contact center capacity is basing the choice on average volume instead of peak volume. Other common mistakes include not testing before going live, forgetting a growth margin, and underestimating the impact of integrations on performance.<\/p>\n<p>Concrete mistakes that organizations regularly make:<\/p>\n<ul>\n<li><strong>Only looking at license numbers<\/strong> instead of technical capacity limits<\/li>\n<li><strong>Not taking after-call work into account<\/strong>: a three-minute call often occupies an agent for five to seven minutes<\/li>\n<li><strong>Relying on the demo environment<\/strong> without a production test with realistic data and load<\/li>\n<li><strong>Leaving integrations out of scope<\/strong> in the capacity assessment, while a slow CRM link slows down the entire handling process<\/li>\n<li><strong>Not defining a fallback scenario<\/strong> for when the system reaches its maximum<\/li>\n<\/ul>\n<p>Organizations that avoid these mistakes prevent costly disruptions after implementation and maintain control over accessibility at the moments that matter most.<\/p>\n<h2>When is it smart to switch to new software in phases?<\/h2>\n<p>Switching to new contact center software in phases is smart when your current call volume is high and business-critical, when you are replacing multiple systems or channels at once, or when the organization has insufficient capacity to manage a full migration in one go. A phased approach reduces the risk of disruptions.<\/p>\n<p>A phased transition works well in these situations:<\/p>\n<ul>\n<li>You are replacing telephony, email, and chat simultaneously and want to validate each channel separately<\/li>\n<li>Employees need to be trained while operations continue<\/li>\n<li>You want to go live with a pilot group or department first to identify bottlenecks before the full rollout<\/li>\n<li>Your current system continues to run in parallel temporarily as a safety net<\/li>\n<\/ul>\n<p>A phased approach does require a clear architecture and a unambiguous final picture. Without that final picture, you risk the temporary situation becoming permanent and the fragmentation you wanted to address only growing. Also think about who bears responsibility for the transition period, so there is always one point of contact for problems.<\/p>\n<h2>How Pegamento helps you choose and implement the right contact center software<\/h2>\n<p>We help Dutch service organizations assess, choose, and implement <a href=\"pegamento.nl\/en\/omnichannel-business-telephony\/\">customer contact software<\/a> that aligns with their actual call volume, processes, and growth ambitions. No costly customization, but a smart combination of proven modules that you purchase as a total package, without complex vendor management or silos.<\/p>\n<p>What we do for you:<\/p>\n<ul>\n<li><strong>Capacity analysis:<\/strong> we map your peak volume, growth forecast, and technical requirements before making a recommendation<\/li>\n<li><strong>Vendor assessment:<\/strong> we ask the right questions to vendors and test specifications against your reality<\/li>\n<li><strong>Load testing:<\/strong> we test the software before going live on your scenarios, not on standard demo environments<\/li>\n<li><strong>Phased implementation:<\/strong> we guide the full transition, from architectural design to going live and ongoing optimization<\/li>\n<li><strong>One point of contact:<\/strong> from advice to management, everything under one roof, so you always know where to go with questions and problems<\/li>\n<\/ul>\n<p>Want to know if your current or new contact center software can really handle your call volume? <a href=\"https:\/\/pegamento.nl\/en\/contact-us\/\">Contact us<\/a> and we will be happy to think along with you.<\/p>\n<div class=\"wp-block-seoaic-faq-block\">\n    <h2 class=\"seoaic-faq-section-title\">Frequently Asked Questions<\/h2>\n            <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How long does a load test for new contact center software take on average?            <\/h3>\n            <p class=\"seoaic-answer\">\n                A thorough load test typically takes two to five business days, depending on the complexity of your environment and the number of integrations that need to be tested. Plan at least one day for preparing test scenarios, one to three days for the actual tests, and one day for analyzing the results and drafting the acceptance document. Do not perform the test under time pressure just before the scheduled go-live, as there will be no room to resolve any bottlenecks found.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                What is a realistic percentage for the growth margin when calculating the required software capacity?            <\/h3>\n            <p class=\"seoaic-answer\">\n                A growth margin of 20 to 30 percent on top of your calculated peak volume is a safe starting point for most organizations. When determining your margin, also take into account planned campaigns, new products or services, and market developments that could generate extra customer contact. Organizations in rapidly growing sectors or with irregular peak patterns are wise to maintain a margin of 40 to 50 percent to comfortably accommodate unexpected volume increases.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                What should be arranged in an SLA for contact center software at a minimum?            <\/h3>\n            <p class=\"seoaic-answer\">\n                A good SLA for contact center software contains at least agreements on guaranteed uptime (preferably 99.9 percent or higher), maximum recovery time in case of outages, and the vendor&#8217;s response time for incidents. It is crucial that the SLA explicitly applies during peak periods and not just under normal circumstances, as availability is most critical then. Also establish the consequences if the vendor fails to meet the SLA, such as credits or fines, so there is a real incentive to comply with the agreements.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Can cloud-based contact center software always handle peaks better than on-premise solutions?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Cloud-based software offers more flexibility in scaling up during peaks in most cases, as capacity can be dynamically expanded without physical hardware adjustments. However, this is no guarantee: scalability depends on the architecture of the specific cloud solution and the contractual agreements with the vendor. On-premise solutions can also handle high peak volumes with a well-dimensioned infrastructure, but require more forward planning and higher initial investments to have that capacity available.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How do I know if my current CRM link will become a bottleneck at high call volume?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Explicitly test the CRM integration under load by also simulating CRM actions that agents normally perform during the load test, such as opening customer profiles and saving call notes. Measure the response times of the link at increasing volume and compare these with response times in a quiet situation. If the response time increases significantly at high volume or timeouts occur, the integration is a bottleneck that must be addressed before going live, for example through caching, API optimization, or a different linking method.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                What is a good fallback scenario if the contact center software reaches its maximum?            <\/h3>\n            <p class=\"seoaic-answer\">\n                An effective fallback scenario consists of multiple layers: a queue with a clear maximum time, an automatic callback option for customers who do not want to wait, and an emergency procedure where calls are forwarded to an alternative number or another location. Predefine which threshold values activate the fallback scenario and ensure that everyone involved, including team leaders and IT, knows what to do. Test the fallback scenario together with the vendor as part of the load test to ensure it also works in practice.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How can I best involve my own employees in the switch to new contact center software?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Involve employees early in the process by having a small group of experienced agents participate in the testing phase: they identify practical bottlenecks that technical tests miss, such as awkward screen layouts or slow search functions in the interface. Provide targeted training before going live and offer extra support on the work floor in the first weeks after the transition, so that questions are answered immediately and productivity quickly reaches the required level. A phased rollout where a pilot group goes live first gives the rest of the organization the chance to learn from the experiences of colleagues before they switch themselves.            <\/p>\n        <\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Check if contact center software can handle your call volume with this practical guide on capacity and scalability.<\/p>\n","protected":false},"author":2,"featured_media":38464,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[500],"tags":[],"class_list":["post-38463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/38463","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=38463"}],"version-history":[{"count":1,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/38463\/revisions"}],"predecessor-version":[{"id":38465,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/38463\/revisions\/38465"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/38464"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=38463"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=38463"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=38463"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}