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Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center

 

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales.

Of course, greater retail sales inevitably lead to higher call volume in the contact center. The best outsourcing partners go to the ends of the earth to prepare for these massive peak season holiday spikes and will not only need to address a sustained customer experience but also team morale, agent stress, and absenteeism.

Here are some key tactics for coping with holiday spikes in the contact center.

Constant and Effective Communication

If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Your contact center should be collaborating closely with your marketing, sales, and distribution teams, with real-time communication so your team can adjust accordingly. That may mean adding more muscle to your frontlines as they respond to problems originating in the warehouse, or perhaps doing on-demand training to help agents cope with holiday-specific issues. Any other changes – such as adjusted priorities or extended hours of operation – should likewise be communicated early and thoroughly.

Setting Realistic Expectations

The holidays can be stressful – and not just because of the retail madness, traveling frenzy, and family feuds. Life for your frontline agents will inevitably get stressful unless you’re frank and honest with them about how hard the seasonal spike will be. At Blue Ocean, we learned this one the hard way when we downplayed a forecasted spike for a large client, assuring concerned agents that they shouldn’t worry. Subsequently, they were unprepared for how tough it would be, and absenteeism went way up. The following year, we were honest, preparing the team appropriately. We helped them pull through, so absenteeism went down and we hit our grade of service despite the hardest six weeks of the year.

Anticipate Necessary Tweaks

How will the holiday spike impact your SLA and KPIs? It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more.

Get Creative and Reward Team Achievements

Giving your teams a creative mission to embrace may help combat a low morale. For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. Furthermore, extra perks and little bonuses can do wonders in boosting enthusiasm this time of year. We live by the motto, “When something seriously sucks, put a t-shirt on it.” A few years, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. Bring it.” It empowered agents to see themselves as tough and capable, even on Code Red days when volume spiked higher than expected. And, of course, keeping your team fed with treats, holiday-themed meals, and pizza will always help keep morale high. Finally, gamification and creative incentive programs can motivate your agents when holiday demand reaches its peak. Keep them excited about the work they’re doing, and their positive attitude will reflect directly on your customer experience.

Ready for your peak season holiday spikes? We’d love to hear from you. Send us a note or give us a call.

Source: https://blueocean.ca/peak-season-holiday-spikes-contact-center/

Publish Date: December 17, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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