Call Center Scheduling Featured Article
Don't Give Your Customers a Reason to Hang Up the Phone This Holiday
Like it or not, the holiday season is here. Christmas music is starting to play; decorated trees are going up; special Black Friday (News - Alert) and Cyber Monday pricing is trending; and call centers are bracing for an uptick in traffic. The individual responsible for call center scheduling is about to get very busy. Is there a way to make his or her job a little more manageable?
Understanding what to expect in terms of volume is critical, of course, but it’s not the only indicator used for call center scheduling. You also have to understand the skillsets of the individuals involved; the type of calls to anticipate; the other channels customer may want to use and the volumes associated with those channels. You’ll also need to consider the tolerance the customer base has for waiting, inconsistencies and broken communications.
While you hope the last two aren’t realities, you also know that the busier time of year is when it’s more likely to happen. A recent 3C Logic blog cited some startling statistics about the holiday season, including the fact that 69 percent of customers have reported that they were on hold for too long. Another 67 percent have abandoned the call when unable to reach a live agent and 45 percent will abandon the online transaction if questions are not answered quickly enough.
Therefore, it may be best to provide your call center scheduling professionals with a little insight to prepare for this volatile time of year. For instance – it’s always important to gain insights from previous years, but don’t rely on this time alone. Second, remember to scale as needed and be flexible enough in your scheduling that you have room to do so. Third, consider hiring remote individuals who can help fill the gaps as you respond to greater demand. Finally, change your processes to meet the demands this time of year.
As consumer trends continue to evolve, don’t forget that your customers probably want to interact with you in ways that were not available just a few years ago. They will take to social channels, try and chat with you and look for the app that streamlines their shopping. If you haven’t taken the time to make these things available before now, your call center scheduling may actually get worse as your live agents try to handle more than before.
Remember, if the competition or others in complimenting industries are offering it, consumers will look for the same from you. Just be sure before you offer it and that you’ve got your call center scheduling plans laid out to handle the demand.
Edited by Stefania Viscusi