Toronto, Canada, November 7, 2014 – 3C Contact Services Inc., North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is warning businesses to ensure their customer service team is prepared to meet increased demand over the shortened 2014 holiday season.
“The holiday season could be busier than normal for businesses this November and December. According to the National Retail Federation’s 2014 holiday forecast, sales are projected to increase 4.1% year-over-year to $616.9 billion, the largest increase in three years,” says Damian Reyes, customer service manager of 3C Contact Services. “More specifically, Americans are expected to spend a record $89.0 billion online this holiday season, a 13% increase over 2013.” (Source “Optimism Shines As National Retail Federation Forecasts Holiday Sales to Increase 4.1%,” National Retail Federation web site, October 7, 2014; https://nrf.com/media/press-releases/optimism-shines-national-retail-federation-forecasts-holiday-sales-increase-41.)
Reyes explains that the robust 2014 holiday sales will occur during one of the shortest holiday seasons on record. Between U.S. Thanksgiving and Christmas day, there are just 26 shopping days, compared to 27 days in 2013 and 31 days in 2012. This means Americans have a shorter window to get more done. As a result, customer service centers are expected to have to deal with a higher number of inquires from harried holiday shoppers.
“The way businesses conduct themselves in November and December is of paramount importance, since it’s the period of time in which customers will judge a brand’s performance over the entire year,” he adds. “What many brands fail to realize is that their customer service is often the first impression a client gets about a company after they make a purchase.”
According to Reyes, failing to meet a customer’s needs can be costly. In fact, a third of customers will take their business elsewhere because of bad customer service: that includes long wait times, needing to talk with multiple people, inattention, lack of product knowledge, and unprofessional demeanour.
“To succeed on both the retail and customer service level, brands need to have the right systems in place; that means knowledgeable staff and exceptional customer service,” he notes. “This holiday season, it’s important for businesses to use an outsourced customer service center that can accommodate time-sensitive actions, seasonal spikes with inbound calls, and unexpected demand.”
“Excellent customer service starts with satisfied, knowledgeable employees who are empowered to go above and beyond customer expectations; this helps brands create an excellent first impression and builds brand loyalty,” Reyes concludes. “Businesses that use 3C Contact Services have seen their client retention rates climb by 33% and save rate improve by 43%. And at 97%, our overall customer satisfaction and quality assurance rates far exceed industry standards of between 90% and 95%.”
3C Contact Services Inc. provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services Inc.’s customizable solutions allow companies to increase profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services Inc. has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently and in a timely and cost-effective manner. To learn more about 3C Contact Services Inc., visit the company’s web site or contact 3C Contact Services Inc. at 1-888-353-2335 or via e-mail at sales@3ccontactservices.com.
