Contact centers prepare for the holidays
As the holidays approach, contact centers can expect a heightened number of calls and emails throughout the coming months. Services and products bought around the holidays create higher volumes of inquiries to contact centers across the country.
MultiChannelMerchant offered some tips to contact center managers and agents looking to inspire their staff to perform well this holiday season.
According to the news source, it's important that companies use experienced agents. Contact centers should train seasonal staff only in basic processes, leaving the complex issues to seasoned agents. Additionally, certain agents should strictly be in charge of email and a script should be drafted so that employees are always adhering to company standards.
The use of live chat and the FAQ section of the company's website can also help, reported the news source.
A call center in Barren County, Kentucky, is hiring 135 employees this November in preparation of an increase in calls around the holidays, according to Bowling Green Daily News. Although the employees are being hired at this time of the year, they will be kept on permanently, reported the news source.
The company already has over 900 employees, according to Amy Fisher, the human resources director.