Posted by November, 25 2019 8:29 pm
onAh, Black Friday. Once an unofficial American-exclusive holiday, this day-after-Thanksgiving kickoff to the holiday shopping season has gained traction in recent years all over the world. It seems that everyone wants to get in on the fervor - and possible frustration - of the season.
If you work in an inbound contact center, you understand the challenges that Black Friday, Cyber Monday, and other major retail event holidays can put on customer service representatives. There are so many reasons why the phone lines are endlessly busy during these days - but only so many human call center agents to field all of those calls!
When you’re looking to prepare your facility for the comping of the Christmas shopping season, you need solid inbound call management services. Here are some tips for implementing these services in your center this year - as well as how to navigate the most wonderful and potentially stressful time of the year!
Before you can rise to meet the challenges that Black Friday and other retail holidays will present to your center this season, it is important to know exactly what those challenges are. Why are so many more people calling - and what kind of concerns do they have?
Consumers may call for a variety of reasons this holiday season, but a few of the most common motivations include:
As you can see, there are many reasons for calling customer contact centers during the holiday shopping season. Now, your center just has to figure out how to field all of those calls. Luckily, inbound call management services are tailor-made for the job.
Working in a contact center environment, you may have heard of inbound call management services before, but may not have direct experience with them yourself.
In general, the purpose of inbound call center management services is to establish and implement parameters for the routing and distribution of incoming calls. What does that sound like in plain English? Essentially, it’s a way of setting up your call center for success by determining how calls will be routed and what means will be used to direct them through the network.
Some of the ways that these services might route a call include:
No matter what type of routing is used, there are a variety of factors that go into their use - and which influence their accuracy. Several call features are considered vitally important in assisting with the routing process - and also delivering a better customer experience for callers.
What call features help inbound call management services to route calls? Here are just a few of the most important:
As you can see, technology is a big part of the routing process. For more information on implementing inbound call management services in your contact center this holiday shopping season, contact the industry experts at ChaseData. We have the software and solutions your team needs to streamline the receipt and distribution of incoming calls, plus the service you’ll love for helping guide you through the integration process.
Don’t let the most profitable days of the year come and go without cashing in - and don’t let your agents become overwhelmed when you do! Give us a call today to learn more!