With Black Friday imminent, call centers need to prepare for the inevitable spike in traffic. If you manage a contact center, there are simple steps to follow to equip your agents.
According to Adobe Analytics data, Black Friday hit a new record in 2020, with consumers spending $9.0 billion, increasing 21.6% year over year. This made Black Friday 2020 the second-largest online spending day in history in the United States, behind 2019’s Cyber Monday.
It’s important to proactively prepare for one of the busiest periods of the year. The days in and around Black Friday are particularly busy for call center agents. If you operate a contact center, ensure your agents are not left abandoned or fatigued during peak periods.
Three tips to equip your contact center for Black Friday:
1. Prioritize call quality.
In a frenzy of activity, quality can slip. Top-up training for agents is advised to prepare for customer queries and potential complaints.
During peak times, carriers are tempted to save bandwidth by compressing your audio, impacting quality. Poor audio quality impacts call handling times and customer experience. In times of increased competition for customers, maintaining a quality experience is essential.
Spearline’s voice quality test replicates a call and generates an objective score. The test provides a wealth of understanding about your customer’s call experience and the quality of your carrier’s service. Find out more about Spearlines’ voice quality test.
2. Make sure your callers get where they need to.
Check that your IVR is working, and routing calls to the correct agent. Complicated or malfunctioning IVRs lead to frustrated customers. Ensuring the best person handles the call will keep talk-time down, and first-call-resolution rates up.
Even if your IVR is working, phone line issues could mean that DTMF (touch-tone) signals aren’t transmitted. Proactively monitoring your global numbers means your customers can connect, and achieve high audio quality. Checking for DTMF transmission allow customers to navigate your IVR, and reach the best agent quickly.
Outbound testing is used to ensure agent callback lines are functioning, and achieving quality standards.
3. Utilize your callback functionality.
We’ve all experienced the endless hold music, where we know the playlist order by heart by the time the call is answered.
If you have callback functionality – use it. Your customers feel time pressure now more than ever, so empowering them to request a callback at a time that suits, will welcomed by many.
If you would like to take a Black Friday health check of your international toll and toll-free contact numbers, talk to us about a free trial.
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Spearline is the leading network intelligence company in the telecommunications industry. The Spearline platform enables organizations to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in finding out more, please get in touch with us.