From early October through December, the contact center reflects both the uptick in holiday shopping and the push to hit the year’s projected numbers. When you’re standing in a line waiting for the doors to open on some retailer’s one-day only seasonal sale, just imagine the hold queues forming in contact centers that didn’t prepare for the onslaught! Due to the rise of mobile shopping, and the phenomenon that is Cyber Monday, the holidays now represent one of the busiest times of the year for contact centers.
Most contact centers bring on extra Communicators for peak holiday business. Here at InfoCision, we bring on about 500 new employees, which represents one-eighth of our normal Communicator workforce.
To be a prepared contact center that continues to satisfy customers during holiday shopping periods, here are a few additional suggestions:
Use data to forecast the rush: Review historical data, industry projections and other intelligence to estimate how many extra hands you’ll need to meet customer demand at this time of the year. Beyond hiring Communicators, consider adding staff to handle monitoring of social media channels and other contact center functions. Consider whether extending service to 24/7 availability or enlisting an outsourced contact center would enhance the customer experience over the holidays.
Acclimate existing and new staff: Even experienced Communicators hired for the season need some time to acclimate to new surroundings, so don’t wait until the last minute. It’s also a good idea to team new hires with expert Communicators to teach them the ropes. Also, prepare all staff to handle seasonal promotions by giving them written materials detailing how to upsell and cross-sell products, and provide additional training and scripts to help Communicators maximize revenue.
Support Communicators: Some contact centers have gone to extremes to keep their Communicators happy during the holiday rush—offering chair massages, for example. Others provide free coffee and cookies delivered to workstations and bring in complementary lunches. Still, others hold drawings for merchandise and gifts. To build team support, try an ugly Christmas sweater contest or offer a prize for best decorated cubicles.
Make sure your holiday shoppers—who may contact your business only at this time of year—have a great experience with your brand. When you’re well-prepared for the rush, you can build stronger relationships that will last all year.