Although Christmas is traditionally a time of joy, the celebration has become highly commercial. For many businesses, it is the period of the year with the highest sales. And where there are sales, there is after-sales service. Which means: customer support.
Prepare Your Contact Center Ahead of Time
Analyze the statistics from previous years
Your call center software includes a statistics module that can save you time and headaches. Review historical data from previous years to identify peaks and dips, then adjust staffing accordingly.
This period is one of the worst to be understaffed.
Key metrics to monitor
• inbound call volume
• average handling time
• average response time
Start by being as clear as possible about business hours and opening days using a pre-answer message, to avoid frustrating customers.
The final step is to create call scripts to support agents and guide their conversations during high-volume periods. Give them some comfort during this busy season.
60 percent of customers will not return after just one bad experience.
Automating Customer Service
Good preparation starts with anticipating customer needs.
By analyzing which products generate the most after-sales inquiries, you can configure a chatbot with the most frequent questions, reducing inbound call volume.
Next, pair it with live chat, giving customers the option to dig deeper into topics not covered in the chatbot.
Finally, create clear support documents addressing recurring issues, so customers find answers quickly.
48 percent of consumers end a chat session if their issue is not resolved within five minutes.
Key Features That Reduce Wait Times
Thanks to good anticipation, you’ve reduced the number of calls and resolved many issues already. Great.
But you won’t be able to handle everything this way. That’s where your queue management system becomes essential to minimize missed calls.
Consumers expect less than one minute of waiting time when calling customer service. Here’s how to optimize your queue.
The Ubicentrex solution includes features specifically designed for peak periods.
Call centers can enhance inbound call processing by combining a well-designed IVR (Interactive Voice Response) with ACD (Automatic Call Distribution).
ACD uses predefined routing rules based on agent skills, ensuring customers reach the most qualified advisor as quickly as possible.
- Encourage callers to leave a detailed message explaining their issue and call them back as soon as possible. This saves them from waiting in the queue.
It’s crucial to have a system that allows customers to schedule a callback at the time of their choice.
The Advantage of a SaaS Solution: Harnessing the Cloud
IP telephony, or VoIP, increases the efficiency of your customer service during peak periods.
It adapts in real time to your business needs.
If you exceed your expected call volume and need additional agents, you can deploy them instantly and allow them to work remotely, without disrupting your operations.
The Holiday Season: A Human Opportunity You Shouldn’t Miss
Bring holiday spirit into your call center
At this time of year, shops, streets and homes are decorated with lights and music.
Don’t let your call center feel dull and grey.
Decorate with a Christmas tree and festive ornaments to brighten the workspace.
Another source of motivation: treats.
Chocolates and holiday snacks are inexpensive and show employees that you appreciate them.
You can also give personalized holiday cards to your team, just as suppliers send cards to clients.
Avoid generic printed messages. Write a personal note for each agent.
“The happier your employees, the more satisfied your customers will be.”
“Take care of your employees and they will take care of your business.”