It’s December, so chances are you’ve already outlined and implemented your strategy for handling the increased call volume caused by the holidays.
Is it working? Great! But if it’s not, it may be time to take a closer look at the plan and see if something was missed.
Here’s an idea for the next time you anticipate a call spike: take the contact center for a test drive. There is no substitute for practice, not only to confirm that you have the right resources in place, but to allow your agents (particularly the newer hires) to acclimate to the pressures of a more hectic work environment.
The objective is to recreate real-world conditions, which means you’ll need personnel to take on the role of callers, and agents and managers reviewing results as they happen.
Perform multiple drills. The idea is to reveal unforeseen hurdles that can impact customer service. It may also be a good idea to add an unexpected challenge to observe how your team responds. Let’s face it: you can’t plan for everything, so this is a chance to find out if you have agents and managers in place who can adapt under fire.
What Could Possibly Go Wrong?
That is the question. A test drive will deliver the kind of insight that can detect and prevent problems before they occur at the worst possible moment.
Try a few practice runs before your next busy weekend or special event – it will improve your odds of keeping the contact center running smoothly.