Is your call center ready for Black Friday?
Anita Raghav
Nov 29, 2023
Handle service spikes with ease.
The month of November officially kick-starts the holiday season. This year, thanks to the pandemic, people have been reaching out to customer support and online sales more frequently than ever before. Now with Black Friday around the corner, you can expect some serious traffic in and out of your call center.
Here’s what you can do to prepare for the rush and keep your teams’ spirits high.
In this article, we will explore:
Digital is the new black
It’s never too late to go omnichannel. With cloud contact center technology you can add on new channels to your phone channel in minutes. By doing this you can divert traffic to your digital channels, making your call center nearly three times more efficient. For instance, an agent can handle around three chats simultaneously in the same amount of time it takes to serve a single customer via calls.
Switching to an omnichannel experience also lets customers choose how, when, and how much they want to engage. It streamlines your agent responses and interactions with customers across platforms on a single dashboard. Your agents can get a unified view of your customer regardless of whether they use the phone, webchat, or your agents to see all information at once without delaying the customer experience.
Also Read: Why you should integrate WhatsApp with your call center
Bots can add a human touch
The more cases your team handles back-to-back, the less efficient (and patient) they become. Did you know that automating even a single query, can make your call center 10-12% more efficient?1
Deflecting mundane L1 queries to a chatbot will give your agents the bandwidth they need to handle calls that truly require their attention. By freeing your agents of repetitive tasks, you can focus on training them to be more humane in their responses, and even dedicate more time per call. In fact, our clients report a 25% improvement in customer satisfaction scores (CSAT) by automating mundane inquiries.
Also Read: How a logistics giant tripled its call handling capacity with self-service
Never miss a call
Every missed call is a missed opportunity! More so, on Black Friday, when convenience and speed drive customer success (and sales!) Using simple measures like automated callbacks and voice mails go a long way in mitigating call queues while ensuring you never miss a customer call.
Also read: How Urban ladder automates its callbacks to ensure they serve every single customer.
Keep the team motivated
Seamless customer service is only as successful as the agent providing it. Training your agents on how to deal with potentially negative situations is key. This includes giving clear guidelines on when and how to escalate or to route to another specialized agent.
Empower your agents to take control and maintain it throughout an interaction, in a way that they deem fit.
Also Read: Top 10 reports contact center managers use most
We hear a lot about seamless customer journeys, and this is considered a priority by most companies. This becomes especially important in periods of high activity like Black Friday when customers easily switch from one retailer to another. Convenience is the major factor that drives successful customer journeys this season. Make sure you focus on the same and survive the rush easily. Happy Black Friday!
Note: Do you need to quickly add a digital channel to your call center, or automate support and sales processes? Ozonetel offers an AI-based omnichannel solution that can be set up in less than 24 hours. For a flexible solution that can scale up or scale down as per your call center needs, speak to our solution’s expert today.
