
Marketing & Media
Finance
ICT
Latest jobs
Junior CRM & Email Copywriter | Johannesburg | EmailClub | 22 Sep |
Senior Digital Designer | Johannesburg | Black Snow Agency | 28 Aug |
More jobs |
In order to handle this increased volume of sales, support requests, and questions, your call centre needs to prepare its employees through the use of special training, communication, and technology.
Now is the time to make sure that your call centre technology is up to the task of handling holiday call volume. Not only should your call centre software be up to date, but IVR systems and call-back will be important as well.
Training
Your call centre representatives are used to the regular, everyday types of questions they receive throughout the year - but the needs of customers change during holiday season and your employees need to anticipate those new needs.
Brainstorm what kinds of questions your agents are likely to hear during the holiday season - such as those regarding specific product information, shipping and gift wrap inquiries, and holiday promotions. Create a list of holiday FAQ's and distribute it on your website and amongst your employees.
Communication
Communication is an integral part of not only training, but managing your call centre and customers as a whole. Effective communication to your employees keeps them abreast of special product promotions, special information, and anticipated customer needs.
The holiday season produces a perfect storm of issues for your call centre: not only does the volume of calls drastically increase, but so does the importance of maintaining quality customer service. Falling flat on holiday customer service can negatively impact your entire year.
Make sure that your agents are trained for the holiday rush, that you have procedures in place to effectively communicate, and that your technology is ready for the seasonal call volume.
Junior CRM & Email Copywriter | Johannesburg | EmailClub | 22 Sep |
Senior Digital Designer | Johannesburg | Black Snow Agency | 28 Aug |
More jobs |