Optimizing Labor Day Weekend at Your Contact Center
Labor Day weekend is approaching, and while most people are looking forward to the extra day off, contact centers should be looking ahead to analyze how the holiday will impact call patterns.
You’ll have agents laboring on Labor Day – but will you have enough to meet consumer demand? These four steps should help to answer that question.
Step One: Collect the Data
If you have a workforce management (WFM) solution, it will be easy to gather reports from past Labor Days to tabulate call volume, call patterns and other key performance indicators. Without a WFM solution, you may need to start now to have any chance of finding those figures by September.
Step Two: Account for Variances
A holiday is a variance in itself so that will obviously be taken into account, but watch for other issues that might be responsible for lower or higher numbers.
Step Three: Find the Pattern
What if last year, call volume dropped on Friday as more people were preparing to get out of town for the weekend, which also resulted in lower call volumes on Saturday and Sunday. But by Monday, most folks were back home and wrapping up some business matters before the work week resumes. Does that sound like a reasonable outlook for this year, or is there some reason it might change?
Step Four: Check with Marketing
Has the company announced a new Labor Day sale or promotion? Is there any reason to believe it will result in higher or lower call volume than last year’s sale?
Once you have this information, it will be much easier to calculate staff requirements to meet service goals.
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