The holidays are a time of giving, when people are more open to spending money on gifts and services for others, which is a positive thing for businesses. In fact, according to estimates by the National Retail Federation, 20 to 30% of annual retail revenue comes in during the holiday season.
However, with this increased spending comes higher call volume. This increase can be overwhelming to employees and may even lead to poor customer service, so it’s important to get prepared before the worst of it hits. In this post, your leading provider of telephone systems provides tips to help prepare your business for the high call volume that the holidays bring.
Ways to Prepare for High Call Volume
Establish an online FAQ page– A page that specifically covers frequently asked questions can help address customers’ issues about your products and services. This is inexpensive to implement, and will also save time for you and your customers.
Designate telephone duties – Choose an employee who will focus on dealing with high-volume callers. You may also consider hiring some part-time staff to handle the calls using IP PBX or other phone systems.
Training – It’s crucial that your employees be trained on how to handle calls efficiently. This will help them answer the questions of high-volume callers quickly and accurately.
Deliver short, specific messages – Giving answers that are specific and precise will help reduce the chance of caller confusion and aid in easing call volume pressures.
Use technology – To cater to the high demand, you can use several different options for your CIX system, or whichever communication system you’ll be using. You can make use of voicemail, caller ID, chatbots and many more.
Prioritize – Always tend to the most urgent callers first. This action will increase your sales and revenues because you delivered excellent customer service properly.
Use forecasts – You can find patterns by taking time to analyze the call sources and frequency. This will help you deal with high call volume by scheduling staff members to work at times when their service is needed the most.
Use online and social tools – Using online and social media tools to respond to your customer’s concerns will surely decrease the chance of receiving a call from a confused customer.
Delivering excellent customer service is a great way to improve your business, and having quality phone systems from a leading provider like One Call Communications is essential for achieving this. Give us a call at (888) 823-7373 or fill out our contact form and get the best phone system solutions for your business. We serve clients in Raleigh.