Wednesday, November 24th, 2021
With the festive season upon us, it is time to plan for (hopefully) busier times ahead.
Pre-Covid, given the increase in the number of enquires and/or queries they must deal with, customer services departments have traditionally found themselves under pressure over the run-up to and including the Christmas period.
So, what can businesses do to plan for this?
There are of course crucial decisions to be made, and the first of many is likely to be customer services opening hours. Whereas a smaller business may decide to shutdown contact channels completely over the festive period, some larger businesses offer even more support than usual over this time.
In short, whether a business remains open either for operational reasons or because their market sector dictates that it should, staffing levels will need to be addressed. Predicting demand can be challenging, even after factoring in data from the prior months and previous Christmas periods but it will at least provide a starting point.
If the decision is to limit or even not to offer support over the holidays, be sure to set up autoresponders on social media, live chat, and email so customers are at least aware your business will have received their enquiry and will get back to them later. Also, it is important to make sure that any ‘self-service’ customer service tools on websites are up to date and show the latest products, delivery horizons and returns procedures, etc.
Once the plan is finalised, it is important to let customers (prospective or otherwise) know what to expect in advance, e.g., by adding the seasonal opening times in a prominent place on the website and by broadcasting them on the business’s social media channels.
There is of course another way to provide great customer service over this festive season.
By outsourcing all or part of your customer service response to a full-service contact centre like mplcontact Sutton Coldfield, you will get a personalised, cost-effective, and instantly scalable telephone answering service that seamlessly integrates with your business.
With that in mind, if you or your team would like to learn more about how our call centre services could really help, please call us today for a confidential no-obligation exploratory chat on 0121 362 7001 or alternatively, just click HERE to contact one of our specialist experts via the website.
We look forward to hearing from you.