How to Handle High Call Volume During the Holidays

The holidays are right around the corner. Consumer and client spending activity ramps up. Business is busier than ever. However, your customer service capability can ill afford to fall behind. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business.

Call centers are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your call center often determines how well you’ll handle the upcoming holiday mayhem – and, more importantly, if those same customers will still be calling back during the NEXT holiday season!

TeleDirect’s business processing outsourcing (BPO) expertise, including our call center platform and contact center services, enable your business to keep pace with ultra-busy business periods, including the always important holiday season.

We know how to handle the holiday call season; we’re the preferred call center solutions for small, medium and large businesses and non-profits all across the U.S. Our communication tools and resources help any firm stay current with increased call volumes, manage after-hours requests and provide each client the individual attention they deserve.

How can you manage higher than normal call volumes during the holidays? Keep reading to find out!

It’s the Most Wonderful Busiest Time of the Year: Handling Hectic Call Schedules for the Holidays

Holiday sales usually drive the boost in calls to customer contact centers. As a general rule of thumb, retailers aim to increase sales by approximately 10% from Halloween through the New Year. Consequently, customers have questions about new products, and call in with concerns regarding recently purchased products and services.

Let’s say your business indeed boosts sales 10% for the next three months. Given the relatively large increase in corresponding customers, your call center may see a 10-20% surplus in calls – or more!

Is your business prepared to manage these outsized customer service demands? It helps to have a plan in place. Here are a few recommended actions from our BPO call center consultants:

• Document everything – especially mistakes. Recording calls is a good first start. After all, if you don’t have record of how, why and when you’re handling customer service calls, it’s impossible to know what you’re doing right, let alone doing wrong. Our professionally trained agents are a big help in this regard!
• Get into the analytics game. In keeping with the above point, handling increased customer service calls during the holidays is easier, assuming you have a historical record to compare peak volume periods. Timely data, analytics, convenient dashboard info and other metrics allow your entire customer support team to handle present challenges, simply because they’ve already anticipated those ultra-busy activity periods. With real-time reporting and other analytical resources, TeleDirect’s call center keeps you ahead of the holiday curve!
• Diversify your communication channels. In tandem with your call center, it also helps to expand the ways in which you communicate with customers. From social media to proprietary apps to chat portals, there are useful ways to add value to your customer service matrix, even as you lessen the burden on your main contact center infrastructure.
• Bolster your call staff. Automation only takes you so far during the holidays. Many customers require that personalized attention only live agents can provide. TeleDirect has the best-trained agents in the BPO call center industry, and our associates have considerable experience managing those frantic holiday hours. Plus, our agents can also enhance your outbound communication strategy, which also helps with holiday customer service!

Ensure Happy Holidays for Your Customers: Connect with TeleDirect Today!

No other BPO solution gives you the technology, technical expertise and total customer service like TeleDirect. Our affordable, flexible outsourced call center services are perfect in a holiday pinch – and many of our clients prefer year-round assistance. Complete our customer contact form and our customer service call center experts will reach out with practical, on-point solutions. To speak directly with our team, call (800) 776-1081. Thanks for visiting TeleDirect!