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What day of the week has the highest call volumes?

From time to time we like to step back and take a macro look at all the data collected by iCarol to look for bigger trends that might be of interest to our clients. One of those is to understand what day of the week tends to have the most calls logged. Across all iCarol systems for the full year 2011, here is how it breaks down: Mon: 17% Tue: 17% Wed: 16% Thu: 16% Fri: 15% Sat: 10% Sun: 10% Most striking about the data is that call volume starts high on the first weekday, and gradually reduces as the week goes on. The weekends, with quite a few less calls than their weekday brethren, still show a respectable number of calls at 10% each, of the week’s totals. Also interesting is that these percentages are the same for 2010, 2009 and 2008. One has to go back to 2007 to see the figures change materially, but even then the weekly trend is still the same – highest call volume on Mondays, gradually reducing for successive dates. And the differences with 2007 and before likely is more reflective of our smaller client base at the time (iCarol started in 2005), which would lead to more variability in these figures. So, if you are running a help line that is open 7 days a week, and you are not sure on which day(s) to expect the most calls – for now a good place to start would seem to be Mondays and Tuesdays.


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