SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




Finding: Many Seasonal Jobs This Year Will be in Customer Service

Finding: Many Seasonal Jobs This Year Will be in Customer Service

November 05, 2014
By TMCnet Staff

If you’re a regular Facebook (News - Alert) user, you know how many Fridays you have left until Christmas as “Elf” has been popping up weekly to remind you. In the retail world, you’re likely already gearing up for longer hours, specialized campaigns and the ringing telephone. The voice channel is one that will see significant spikes in volume; are you prepared to manage it effectively?


A recent Business2Community post narrowed in on this topic, especially when integrating your call center activities with the virtual agent base. According to CareerBuilder, 40 percent of seasonal jobs this year will be customer service positions. Macy’s, for instance, is planning to hire 1,125 employees for its customer service centers in Missouri, Arizona, Ohio and Florida.

While these locations may have the physical space to accommodate the additions, many others do not. For them, the virtual call center offers the perfect opportunity to meet customer expectations without breaking the bank. These operations don’t require additional hardware or software installations and each virtual agent can use his or her own phone and computer to work from any location.

Companies do need to put proper onboarding processes in place for the virtual call center and supported agents. For instance, there are product knowledge information, systems integration guidelines and scripts that have to be learned. All of these things contribute to agent and company success, and when you put the right tools in place internally, your customers won’t know the difference.

Interactive voice response (IVR) is one of those tools that can contribute greatly to the success of your virtual call center. For example, customers calling in need to determine their destination. A well-designed IVR allows them to select the ideal channel and the system automatically connects them with the right person. That person could be in-house or a thousand miles away. The point is that they are able to meet the customer’s needs and help you preserve loyalty.

The technology in place is actually the same for all agents, whether they work from home or in the physical call center. The key to making it work successfully is in the sophistication. The IVR should capture the information your agents need to complete the interaction successfully. Don’t design the IVR to capture name and account information, only to have the customer repeat this information when they reach the live agent.

The goal should always be focused on efficiency and the customer experience. With the right strategy and a robust IVR, you’ll be better equipped to weather the upcoming holiday season. Here’s hoping you have the technology in place for a smooth one. 





Popular Articles





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy