Written by Beth Hildreth on December 6, 2017
Categories: Call Centers

Learn a few practical steps you can take to make sure your contact center is ready for the holidays!

As the holidays are quickly approach, it’s easy to quickly get lost in the Christmas carols and the holiday hustle and bustle. But, before you start decking the halls and playing your Christmas music too loudly, there are a number of things that you can do to make sure your customer service department is also ready for the holiday too.

Be Ready for Extra Calls

While you might assume that the holidays mean people sitting around a fire, slowly sipping hot chocolate and singing a few carols,- in the land of customer service it means calls (a lot of calls) even on Christmas day. There are a number of explanations for the rise in calls (such as  the increasing number of online purchases that buyers need to track, the rising popularity of tech gifts that individuals need help configuring, etc.), and in all likelihood, this is a trend will only continue to grow in the future.

Expand Your Team

Piggybacking on getting theme of being prepared for extra calls, it may be wise to temporarily expand your customer service team. One of the great benefits of a hosted contact center is the ability to quickly and easily expand the number of representatives in your system and it’s just as easy to remove those once the rush is over. This makes hiring and setting up seasonal employees easier than ever, and can deliver dividends through better customer service.

Get Festive

There are a number of very practical steps that you can do to make your contact center more festive for the holidays! For instance, you can change your IVR greeting to include a holiday message for incoming callers and could temporarily add a “Happy Holidays” or something similar to your representatives’ scripts. And if you’re feeling extra festive, you can even update your hold music to one of your favorite holiday jingles.

Call Back

One of the newer and more popular customer service tools is the ability for callers to skip the wait and instead leave a message and then receive a call back when it’s their turn in line. Callers love this because it means they don’t have to wait on the phone and there is the added benefit of representatives being able to listen to the messages and to research solutions before even talking with caller.

Share Information

If you’re closing for holidays or have new holiday hours, make sure your customers know! Post it on social media, update your hours on your website or send out an email blast to customers. Nothing will hurt a customer experience more than not being able to get a hold of you. So if there’s any information you have to share, make sure to shout it from the rooftops! One easy way to do this is to update your corporate time schedule in your user portal.

Bonus Point!

Don’t forget to set up your own holiday schedules! Holidays and the end of the year mean more people (maybe even you!) will be using the last of their PTO to see family and enjoy the holidays. So make sure to update your own schedule to correctly update any callers.

Click here to see how to create or update a holiday schedule!