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Contact Center Staffing for the Holiday Season: Are you Ready?

Posted: by: Chuck Ciarlo

The holiday season means good food, good friends and good will toward men. But at some contact centers, it also means a significant increase in the need for customer service support. And by the way, your customers are busier during this season as well, and they expect the same response time and personalized service they receive at any other time of year.

If your contact center is about to get deluged with call volume that may be five times higher than usual, the time to start planning is now (especially if you haven’t been anticipating this for the last 1-2 months).

Increased staffing means more job interviews. The pace will be accelerated but the objective here is not just to fill empty seats. These new hires must be as motivated and as qualified as the agents you’ve had for years. Some contact centers maintain a database of potential hires so there is always a supply of qualified candidates that can step in with less training and get the job done.

Forecasting and scheduling are also crucial components to achieve adequate service levels and provide great customer service. Reviewing historical data is the best place to start this process, and then take a moment to think about what has changed since the holiday seasons of last year and the year before. These variables must also be taken into account.

Finally, with so many new faces in the contact center and so many more calls pouring in, quality monitoring and control will be more difficult, but must be maintained. That means assigning more veteran team members to the quality control effort, so you have enough agents monitoring calls, emails and chats.

By taking these steps, you’ll have a much better chance to deliver a positive and memorable holiday shopping experience.

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