Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Vijay s
Director
54
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
Jason Taylor
Officer of County 311 Services
0

How to Provide A Superior Customer Serving During the Holidays? - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

How to Provide A Superior Customer Serving During the Holidays?

That’s the million-dollar question!

The time of Christmas or the Holiday Season is significant for every business on earth, as the period sees significant growth in sales for all markets and sectors. Accordingly, this season for any support professional is one of the most stressful times of the year.

Because of this surge in sales, companies always stay on their heels to deliver the best experience to all their customers despite the huge rush.

If you’re in customer support, it’s probably the busiest time of the year for you, because customers are going shopping like crazy. It might be fun for your customers, but how can you make sure your customers received the best customer experience even during this crazy season?

The holiday season is a time of joy and appreciation, but sometimes for businesses, it’s easy to forget that customers seem more demanding while they deal with the stress of family meetings, shopping and everything that this season entails.

The best approach is to anticipate and understand your customers’ raised stress levels and work to provide the same exceptional service you do all year long or even better.

Because we understand the importance of maintaining high standards of quality in our customer service during this beautiful and complicated season, we offer you a guide on how to properly handle your customer support service during the holiday season in a very efficient and effective way. Believe us; this will enable you to serve your eager customers in the best possible way.

  1. Create a concrete plan beforehand

Although we are already in the middle of the holiday season, it is always good to emphasize the importance of planning beforehand.

66% of shoppers change their loyalty if they face bad customer service.

If you really want to tackle the holiday period as a pro, then you must plan beforehand. Making a strategy on a rush won’t be a plausible thing to do. Your company must prepare a concrete plan at least two or three months before the peak period starts.

The things that you must consider then are as follows:

  • Setting up prior goals and objectives
  • Understand what your shoppers need and want
  • Implement feedbacks from clients
  • Check your current workflow rate and number of successful cases
  • Take data from customer satisfaction ranks
  • Hiring or giving extra training to current employees
  • Buying more equipment or overheads like tools or office space etc.
  • Dedicate a larger budget for customer support only for this season

Your company must start as early as possible so that you have a proper roadmap on the table for everyone to understand.

 

  1. Create holiday greetings and messages

Spreading a little holiday cheer can go a long way to putting your customers into a more festive – and patient – mood. Treat your holiday customers to seasonally appropriate greetings, messages, and voicemails. They might just be all it takes to put a smile on their face.

 

  1. Optimize agent scheduling

The first step in ensuring your customer support team is set up for success during the holidays, is optimizing your scheduling and aiming to maximize agent capacity. Make sure your team understands the importance of schedule adherence during the seasonal rush. During periods of high call volume, ask every agent to handle calls and postpone their breaks, training, coaching sessions and After Call Work until the calls in queue decrease to a more manageable amount. Finally, bulk up your on-call workforce so that your team is prepared to handle overflow calls during periods of high call volume. This will help to ensure that you are adequately staffed to handle the holiday rush of callers.

 

  1. Empathize and communicate with your customers

Try putting yourself in your customers’ shoes. We are sure they’d much rather be relaxing and eating with loved ones during the holidays. If they are contacting your support team, it’s for an important reason. During the holidays, customers are much more likely to be anxious and aggravated, so try to put your customers at ease by responding immediately to any query.

The key is to keep constant communication with your customers even if the problem has yet to be solved. Try to be specific and avoid vague responses like, “We’re working hard to solve your problem.”

 

  1. Provide holiday callers with the option to skip the queue

During the holidays, time is of the essence. Make sure your team takes this into consideration and configures your call center software so that it gives the gift of time to callers. Allow your callers to request a callback from the waiting queue or to be transferred straight to voicemail so they can make every holiday minute count.

 

  1. Route holiday callers to the most appropriate agent

Being respectful of your holiday callers’ time doesn’t stop with optimizing your call center software waiting queue features. Make sure that your skills-based routing is also optimized so that callers are routed to the agent who is most qualified to meet their needs. This will ensure that their interactions are efficient, so callers can get back to their holiday preparations.

 

  1. Breathe

We know you’re working round the clock and the stress is on, but take a deep breath and recapture your own energy. Take a breath before answering each email or getting on the phone with a customer.

You and your team will need to take care of yourself. If you’re tired or stressed, you’ll be in no position, physically or emotionally, to help your customers. Eat well this month, and get to the gym, or just leave for 10 minutes every few hours to walk the parking lot and get fresh air.

You’re ready for the Holiday rush!

That’s a lot to think about. Fortunately, if you’ve followed through the list, you must ready for the holidays. All that’s left is to pour yourself a big cup of cheer.

Armed with the right information, you can improve your customer service all year round with a data-driven approach. Think long-term and win your customers’ hearts over with great customer service that keeps them coming back for more. When you create a positive experience, people will get behind your brand so take steps this holiday season to inspire them and make them happy.

Source: https://callcenterpros.com/how-to-provide-a-superior-customer-serving-during-the-holidays/

Publish Date: December 17, 2018


2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Call Center Pros (Dominican Republic)

Recent Blog Posts:
How to Provide A Superior Customer Serving During the Holidays?December 17, 2018
The 6 Top Qualities of a Successful Sales RepresentativeDecember 10, 2018
The 5 Phrases Customers Hate and Love to HearDecember 3, 2018
Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018
Upset Customers: 4 Tips to Calm and Keep CalmNovember 19, 2018
The Individualization of the Customer ExperienceNovember 12, 2018
Business Process Outsourcing: An Important Development LeverOctober 29, 2018
How to Say No to A Customer: Difficult but IndispensableOctober 22, 2018
Virtual Assistants: What Are the Advantages for Companies?October 15, 2018
Empathy: A Vital Quality for Customer Service AgentsOctober 8, 2018

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31783 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =