Holiday Readiness! Is Your Customer Service Department Prepared?
For retail businesses, Q4 and Black Friday can make or break your earnings for the year. It can be as amazing as finding Montezuma’s Treasure or cause your company earnings to sink faster than the Titanic. How do you ensure that your business capitalizes on the holiday in all the right ways? By having a solid plan in place for your customer support team! It may seem like common sense, but this is a critical aspect that all too often can be overlooked.
Today 97% of global consumers say that customer service is important in their choice of and loyalty to a brand (2016 Global State of Multichannel Report). In addition, 62% have stopped doing business with a brand due to a poor customer service experience. I mean, really, how many people leave the DMV saying ‘Wow! I can’t WAIT to go back! Let me tell ALL my friends!’ If there was an alternative, you can bet we’d all be there. Customer service matters.
Now you’re probably saying ‘Yes NexGen!! I’m with you!! But what can we do??’ Never fear, we’re here.
Create a solid volume forecast: This doesn’t mean visit your local psychic (although, hey you do you) but instead check out last year’s trends. Check what your volume was like during the last year’s rush and then tack on 15% to 20% for growth. Since the world has moved a bit since last season, you might also see a change in the channel customers use to contact you. Voice calls, email, chat, social media, carrier pigeons, find out the channel your customers want to interact with.
Use a partner: While hiring and training temporary staff may work for some, it all too often becomes a money and time blackhole. In this case, outsourcing call center requirements can be the next best option. By choosing to outsource, the time, effort and stress of hiring and training will all be the worry of the outsourcing partner, not you. Pretty great, right? That means you can dedicate your time to your core business.
There’s several benefits to this such as:
Significant Cost Savings: Since there is no need to make big investments in a contact center facility space, equipment or communications infrastructure, you can save money to spend in other avenues. Taco Tuesday? Thirsty Thursday? We got you!
No Hiring Headaches: We all hate the hiring process. Maybe if there was a simple way to get the perfect people in our doors without monetary and time expenses then we’d be singing a different tune but until that happens, it’s an undertaking. The processes of recruiting, hiring, and training are a big upfront expense if handled in-house. An outsourcing provider can take care of this for clients, wrapping the costs into a contract.
Better Management of Call Peaks and Valleys: After Christmas companies get inundated with return requests, how-to questions, and compliments/complaints. If you’re not prepared for this then it can completely overwhelm your business. In-house call centers are at a disadvantage with the roller-coaster nature of seasonal customer service. It’s expensive for in-house agents to sit idle during periods of low call volume, and it’s risky to not have enough agents available at seasonal peak times.
In our world, customer service is paramount and that doesn’t appear to be changing anytime soon. Businesses are applying more and more effort to make sure they stay ahead of the curve. You don’t have to be left behind either. NexGen is the leading VIP customer management provider delivering world-class support to our clients most valuable asset: their customers.
With NexGen you’re getting an entire highly experienced team that will consult with you and become an extension of your company. From multichannel customer care to social and digital marketing, we create unique action plans and handle all the day-to-day work. Click here to receive a no-commitment required free quote on NexGen’s contact center services!