Holiday Season Preparation: 5 Steps to Take Now at your Call Center

Are you already seeing Christmas trees going up in stores? Sure, it might be too soon, but there’s no such thing as rushing the season when it comes to contact centers – especially if November and December is your busiest time of year. 

There are more than 100 shopping days until Christmas, but the time to make sure you are prepared to handle the holiday season is right now. Here are 5 ways to start: 

 

1. Create or consult your stand-by agent list

Many contact centers hire temporary agents to keep up with increased call volume. You may have a list of these agents who helped out in previous years, as well as qualified agents that were interviewed for positions, and did not get the job. Start contacting them now to check their availability. If you don’t have a stand-by list, start putting one together. 

2. Forecasting

With Workforce Management software it is easy to review call patterns from previous years so you’ll know what to expect in the months ahead. Run simulations based on this data and review the results so they can be as fine-tuned as necessary. 

3. Shift schedules

Have your best agents available during peak periods, and have a plan to make sure all holiday season schedules are easily accessible to all concerned parties so there’s never any confusion. Obviously there will still be some revisions along the way, but WFM should resolve any issues before they can impact performance. 

4. Streamline training

When adding temporary agents, you may need to train them in a more efficient way so they are prepared for what’s to come. If possible, streamline the desktop solutions available to temps so they can find the functionality they need without any confusion. When you have a mix of full-time and temporary agents on the floor, have a system in place to route the more complicated calls to experienced agents, leaving new hires free to handle more basic transactions. 

 

5. Monitor the new hires

Have personnel available for quality monitoring, focused in particular on your overflow workforce. Some will excel, and these are the agents you might want to keep on the payroll after January 1. If you don’t have a position available now, given the turnover rate in this business it’s only a matter of time before you will. Save their contact information. 

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