As the holidays approach, most call center managers are busy scaling up their teams and preparing for the rush. After all, anywhere from 20 – 40% of yearly sales occur during November and December for many small to mid-sized businesses.
But after the busy holiday season, it’s important to remember that call center life will go back to business as usual. By taking just a few simple steps after the holiday rush, you can help your manage your call center after the holidays and start the New Year off the right way.
Scaling back your call center
Before the holiday rush, you probably hired seasonal call center agents and purchased more seats and phone lines to help manage the influx of calls. After this season is over, it’s important to make sure that you adjust accordingly.
With on-site equipment, it can be just as hard to scale your call center down as it is to scale it up. You will have to un-install all of the equipment that you just installed. If you don’t have IT staff members on your team, you’ll even have to pay your provider to come and make the changes on-site.
With virtual call center software, you can easily scale your call center up or down as often as you need to effectively manage your agents’ call volume.
Analyze your call center’s holiday performance
After the holiday season is over, you will want to take the time to analyze how well (or otherwise) your call center performed at this time. You can review customized reports to see if you met your call center’s key performance indicators average hold time or first call resolution. And with call recording, you can go back and listen to how your agents interacted with customers.
By reviewing this information immediately after your busiest season, you can ensure that you’re primed for success during next year’s holiday rush.
Update your IVR greeting
A lot of companies choose to adjust their automated greetings with updated store hours or other relevant information during the holiday season. If you changed your IVR auto attendant greeting before the holidays, make sure to go back and adjust it.
Reformat your automated call distribution rules
Another thing you probably did before the holiday is edit your automated call distribution rules. These rules manage your incoming calls and route them based specific cues that you’ve set. Make sure to go back and edit these rules after the holiday season to ensure that your calls are delivered correctly. Make sure to double check your time of day routing options and skills based routing rules as well.
During the holidays, most call centers experience an influx of calls, so it’s important that you’re prepared to handle that change. On the flip side, it’s just as important to manage your call center effectively after the holidays. Utilize these tips and help prepare your call center for the rest of the year.