During busy season, business hours are typically extended and the volume of customers reaching out to call centers to ask questions or make purchases increases dramatically. As the atmosphere inside companies grows hectic, many executives and their employees simply put their heads down and work towards the finish line, rarely taking even a second to catch their breath.
Taking a hard look at your quality of customer service right in the middle of the holiday rush is probably unrealistic—every department in your organization is simply too busy. When busy season dies down and gives way to a new year, however, that is the perfect time to evaluate the experiences your customers received.
You might be asking why you need to begin the reflection process so early. After all, you have another 11 months before the holiday season revs up again, and you probably would like to take it easy for a little while after the rollercoaster you’ve been on since Thanksgiving. But in truth, it takes time to build a culture that encourages and rewards outstanding customer service not just for the holidays, but for the entire year. And you can’t begin to make course corrections in your best practices before you have a clear idea of what worked well and what didn’t during the holiday season.
Conducting an honest assessment of performance can be a little uncomfortable, as it forces you to acknowledge that there are areas where your organization can improve. But at the same time, it is critically important that you never stop working towards making your company great because complacency is the enemy of innovation and business success. That’s why in business, as in life, honesty is the best policy.
You can achieve InfoCision quality in your call centers even if you don’t use our contact center services. Click here to learn how InfoCision’s Quality Check Monitoring Systems help you take an honest look at your quality of customer service.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.