What to expect and how to prepare

Transform call volume surges into confident, connected experiences

Your digital banking platform is ready, but is your call center?

Most financial institutions experience a 200-300% spike in call volume during launch week. Without proper preparation, those calls can overwhelm even experienced teams. But with the right tools, training, and escalation plans, your call center can become a powerful force for trust, reassurance, and user satisfaction.

Our Launch Week Call Center Guide offers practical strategies to help your frontline teams manage increased volume, reduce friction, and deliver the calm, confident support your account holders expect.

Why download this guide?

A successful launch depends as much on your people as it does on your new platform. Your platform may be the star, but your people are the ones who make the launch feel seamless.

This guide was built to help your staff navigate high-pressure moments and turn them into brand-building interactions.

• Prepare frontline reps with the right answers and support workflows
• Train your teams using pilot user access and walkthroughs
• Create empathy-driven responses that reduce tension and confusion
• Load test your phone system and streamline IVR setup
• Build escalation paths and third-party overflow plans that reduce burnout

Real world data: See how ORNL Federal Credit Union managed a 36,000-call surge, the equivalent of four weeks’ worth of calls in just two, during their launch.

What’s inside

• 7 ways to prepare your frontline staff
  From building Q&A repositories to walking reps through the first-time login experience, these tips help reps build confidence before they’re flooded with calls.
• Optimizing your phone system for volume surges
  Run stress tests, prioritize online banking in your IVR, and route calls directly to trained agents, so users get help faster.
• When and how to use third-party overflow support
  Not every call has to go to your internal team. Learn how to set up direct lines and overflow transfers to keep service levels high and hold times low.

Who should use this guide?

This resource is ideal for:

• Call center and member support leaders preparing for rollout
• Project managers coordinating internal launch operations
• Training and ops teams responsible for equipping frontline staff
• IT and telecom teams overseeing phone system readiness and routing

Launch week doesn’t have to be chaotic

With the right plan, your call center can become a pillar of calm and confidence. Equip your teams, streamline your systems, and prepare for what’s next, all with the Launch Week Call Center Guide.