The holiday season is an exciting time of year, but it can also be extremely busy, especially for call centers! During the holidays, call center queues are usually full, interactions with customers are more important than ever, and many call centers lack the bandwidth to answer calls immediately. To be prepared for the holidays, here are 3 tips for call centers.
- Spread Holiday Cheer
Everyone could use some holiday cheer this year! It’s important to consider how to keep your caller happy from the moment they pick up the photo to the moment they hit the end. Maybe it looks like adding in a holiday greeting when you answer the phone? Or incorporating some holiday cheer in your voicemails? Or picking holiday music to play while on hold? According to the Entrepreneur, 48% of consumers said they prefer holiday music when placed on hold. Think outside of the box! Every interaction matters and will make an impact on your consumers.
- Take Care of Your Team
During the busyness of the season, it is essential that you are putting your team first and making sure that they are being taken care of. It’s important to maintain a balance between extending hours to take care of the holiday rush and making sure that you don’t overwork your team. While it can be tempting to enforce long hours on your agents, the longer their hours, the less efficient and productive they’ll be.
A fun way to spread holiday cheer amongst your team is to delight them by keeping candy in the office or handing out personalized Christmas cards to your staff!
- Utilize DirectDrop Voicemail
The best way to increase your team’s bandwidth without increasing your team’s headcount and reach more consumers this holiday season is with our DirectDrop Voicemail tool. Instead of making outbound calls to reach consumers, you can use our tool to send voicemails directly to your customers’ inboxes giving your agents more time to focus on inbound customer calls.
As your call center prepares for the holiday season, here are a few more tips on how to maximize agent bandwidth. If you’re interested in learning more about how DirectDrop works, you can schedule time with our team here.