Taking Advantage of the Summer Slowdown
For some contact centers, such as those in retail, business slows in the summer months while customers go on vacations or find more enjoyable things to do than shopping.
If you know this slow-down is coming, why not make the most of the opportunities it provides, before back-to-school sales and the holidays return call volumes to higher levels? Now that your hours are a little less busy, this is the ideal time to reassess business practices, experiment with new procedures, and brainstorm ways to improve customer service, so you’ll be ready when business picks up.
Here are some ideas to get started.
Freshen your Stand-By List
Many contact centers hold on to contact information for promising agent applicants, to fill in during peak periods or to consult when current agents leave. Typically you may not review this information until additional personnel are needed. But why not use this time to check in with these agents-in-waiting, to see if they are still available?
Agent training should be an ongoing activity, but when things are busy these sessions tend to get squeezed into shorter windows, and may not be as effective. If the phones are not ringing as often, this is a chance to take a closer look at the data you have on each agent (assuming you have a workforce optimization solution) and provide customized training on specific areas of concern.
Use the summer lull to get to know your team better. Ask them about their families and outside interests. Find out what they like about their job and what is causing them problems. By taking an interest you may build that relationship in a way that keeps that agent around longer. Their feedback may also contain good ideas that can be implemented throughout the contact center.
Spend your summer with these objectives, and you’ll be better prepared for the busier times ahead.
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