Black Friday is approaching and many of us are understandably nervous… And not only the fear of us (or a loved one) getting caught up in the excitement and spending money we might regret.
If you’re involved in managing a contact centre, that fear will also be about coping on one of the busiest days of the year.
Last year shoppers spent up to $1 million per minute on Black Friday, with some $20 billion spent across the whole weekend. And for many businesses, up to 30% of annual retail sales occur between Black Friday and Christmas.
So what are the things contact centres should think of in the run-up to Black Friday? Here are our top three tips...
1. Don’t forget quality
In the frenzy of activity, it could be easy to let quality slip, and research has shown that many retailers see their NPS dip during November and December. But during a time of increased competition for customers, maintaining quality is more important than ever.
Top up training for agents may be an option so that they’re better able to deal with customer queries quickly and efficiently.
Don’t neglect audio quality. Poor audio quality can impact call handling times as well as customer experience. And during busy times telco providers may be more tempted to save bandwidth by compressing your audio, thus impacting on the audio quality your customers experience.
2. Don’t inflict your hold music on customers for too long
We’ve all experienced the endless hold music, where we know the playlist order by heart by the time the call is answered...
So if you have callback functionality - use it! Your customers will be feeling time pressure more than ever, so allowing them to request a call back will be a welcome relief for many.
3. Make sure callers are getting where they need to be
Take a little time to review and check that your IVR system is working correctly and routing customers as efficiently as possible to the correct agent. Complicated or malfunctioning IVRs will only cause frustration for customers. Ensuring they get to the best person to handle the call easily will help maintain your NPS scores as well as keeping talktime down and first call resolution rates up.
It’s also worth remembering that even if your IVR is optimized and functioning, if issues on your inbound phone lines mean that DTMF (touch tone) signals aren’t being transmitted, then your IVR will not work in your customers’ eyes.
By proactively testing your global contact numbers using in-country testing, you can ensure that your customers are able to connect, and are achieving the audio quality they expect (and you’re paying your providers for!) Checking for DTMF transmission will also ensure that customers are able to navigate your optimised IVR and reach the best agent to resolve their call quickly.
Outbound testing can also be used to ensure that lines used for agent callback are functioning correctly and achieving quality standards.
To take a Black Friday health check of your international toll and toll-free contact numbers, talk to us about a free trial.