With consumers set to spend more money during the Holidays, online retailers and even shopping establishments are facing a tougher challenge this year. Sales from 2014 is expected to swell significantly this time around, as shoppers are unstoppable from buying a bunch of items and stuff either for them or for gift giving.
However, not all retailers are able to handle the amount of visitors to their websites with everyone flocking to purchase online. As a result, some customers will be looking for a good deal elsewhere, and rather frustrated for not getting the product they have wished for at first. That’s how critical contact center support during this season. Obviously, customers are still look forward to immediate customer service across various means. As the demand rises this Holidays, so as the pressure on contact centers.
In order to meet the demands of online consumers, business organizations should further strengthen their contact center support. Here are some guidelines to help your business boost amidst these challenging times – and how your business can have a merry Christmas:
Deliver an Excellent Customer Experience
Here are the situations to think about:
· Is your contact center support ready for a busy holiday season?
· Are your systems all set to handle further holiday site traffic?
· Have you planned bigger staffing for anticipated high traffic shopping days?
It’s important to make sure all sales and service representatives and live chat agents are knowledgeable on your products or services and capable of efficiently support both your website and mobile site or app.
Prepare for the Unexpected
If you think deeper, holiday shopping isn’t just about the product. Essentially, it’s the delight of gifting and receiving the present. Contact center representatives should be authorized to make every customer experience a joyful one. The customer is reasonably annoyed when the wrong product is delivered, the product is defective, or delivery is behind schedule. Make sure your agents are sympathizing with your customers and providing them discounts, freebies, credits to keep customers happy and satisfied when needed.
Employ proficient workforce or representatives who can connect with your customers
Keep away from a hiring style that merely tries to pack a concert theater with empty seats. The call center service representatives you employ should have interest most importantly. They should have the passion for the products that they are selling. Take your time to screen candidates properly in order to generate a team of contact center workforce that will accomplish and solve a customer’s troubles no matter what.
Keep Track of Your Numbers
Keeping track of all your business activities can be very tough. So making use of call calculating software to analyze the activities is practical. You will be able to project when calls will hit the highest point with this software, and consequently blueprint the timetable of your staff to go with the time when customers’ calls come in.
During the Holidays, the most essential thing should be the customer, and the experience brought to them – whether a business operates online, offline, or both. These guidelines will guarantee that you will be included on the “nice” list of your customers rather than on the ‘naughty’ list. And being on that side of the list will surely affect the future of your business.