Peak seasons are periods throughout the year when businesses sees a significant upswing in customer interactions and/or sales. It is commonly seen during the holidays, tax seasons, or during end-of season sales, depending on the type of business.
In the retail industry, peak seasons refer to higher than normal demand in orders, returns, and deliveries. Other industries such as healthcare, insurance, and transportation may also see an influx of customer service during inclement weather, pandemics, and variable events.
This is why businesses across all industries can benefit from hiring contact center services during peak seasons.
The Challenges of Peak Seasons
- Increased call volume: During peak seasons, businesses get a lot more inbound calls. An increase of just 10% more calls than usual could make it very difficult for employees to handle the volume of calls. Call volume management during peak seasons should be a high priority for businesses.
- Longer wait times: Longer wait times by the customer for service is a huge challenge during peak seasons. Usually, the average call wait time of when a customer is placed in queue until response from an agent increases significantly. Customers expect to be put on hold for no more than two minutes.
- Increased customer frustration: Peak seasons can result in increased customer frustration, limited agent training, and extended hold times. The frustration often begins with a confusing phone tree menu wherein the customer is transferred from one department to another.
- Decreased employee morale: A common trait among staff handling inbound calls during peak seasons is a slow decrease in morale. Stemming from long work hours and calls from frustrated customers, employees begin to disengage from the task at hand.
Related: 5 Reasons To Use Call Answering Service During The Holidays
How 3C Contact Services Can Help?
3C Contact Services can provide high call volume solutions to help your business thrive during peak seasons. We are the leading inbound call center in the country and our team of highly qualified professionals provide reliable customer service solutions.
The day-to-day contingencies of a contact center are elevated during peak seasons. With our tailored management programs, your business demands for top-quality customer service are met. From organizing data across several communication methods to building customer loyalty, we focus on the individual and unique needs of businesses across all industries.
Cloud-Based Contact Center Solutions
Cloud-based solutions are not new to the call and contact center game but can be limited depending on the third-party handler. With 3C Contact Services, a business receives solutions to improve the customer service experience with time- and cost-savings options that result in guaranteed customer satisfaction.
Our cloud-based solutions are customizable and flexible to a business’s needs while managing customer interactions with great speed, accuracy, and reliability. There are many benefits of remote access, scalability, real-time analytics, and automated call distribution through multichannel options.
Scalability
Due to the increased call volume during peak season, a business needs to be able to manage and handle the significant change in demand without compromising on service. This increase in workload can be effectively controlled by improving the scalability of the business.
3C Contact Services customizes software programs that adapt to the scale of calls your business receives based on peak seasons. We offer a scalable system for calls, network capacity, and other customer service resources that require peak performance at all times.
Automated Call Routing
For efficient and effective customer service, automated call routing is used through a customized software that is designed with your business criteria. 3C Contact Services offers automated call distribution solutions to streamline a business’s influx of calls, especially during peak seasons.
This specialized service directs all customer inbound calls to the exact department or agent automatically, thereby reducing call wait times and eliminating the need to transfer customer calls. Automated call routing boosts customer satisfaction and customer retention while lowering the risk of customer frustration.
Real-Time Analytics
One of the critical points in customer contact services is the process of real-time analytics. Having the capability to analyze data within seconds of it being entered provides a business with the ability to respond immediately to the user.
With 3C Contact Services’ real-time analytics program, customers receive optimal support and service delivered in a timely and accurate manner. Our team of specialists monitor this performance and create solutions for improved customer service, particularly during peak seasons.
Multichannel Support
As technology advances in the business world, it is vital that a business offers excellent customer service through multichannel solutions. At 3C Contact Services, we support all communication methods such as telephone, email, live chat, and social media platforms. Our goal is to provide a range of choices to ensure the customer is served through their preferred methods of communication at all times, especially during a business’s peak season.
It is crucial for a business to take full advantage of all communication options for their customers. With 3C, we take it one step further by providing the highest levels of service regardless of the method of communication your customers choose to use.
Dedicated Support Team
Looking for superior solutions for outsourcing your customer support? 3C Contact Services has knowledgeable team of professionals who are experienced in delivering business-to-business and business-to-consumer support, including customer retention and new customer acquisition.
Related: Customer Acquisition Vs. Retention: What Is The Difference?
All levels of staff are fluent in the individual needs of a business and provide customer service in line with the vision and goals of your company. Our on-going training programs are designed to help manage and handle diverse customer requests pertaining to your type of business.
Contact 3C Contact Services to Learn How We Can Help You Prepare for Peak Seasons
As a leader in customer contact solutions for North American businesses, 3C Contact Services has affordable and flexible management plans for your peak season with customer services. With more than 20 years of experience developing solutions that adapt to the ever-changing business world, we focus on superior customer service.
Contact us today to book an individualized consultation with one of our specialists to learn about our customized business solutions for your peak seasons.
Also Read: The Power Of First Call Resolution: Strategies To Boost Customer Satisfaction
