By
Erica Marois
|
Date Published: November 04, 2024 - Last Updated November 04, 2024
|
Comments
Tis the season for high call volumes, long hours and stressed-out teams? You're in good company if your contact center is approaching peak season. Last month, we polled the ICMI community on LinkedIn to gauge when peak season falls for most contact centers. 47% said from October to December, and 33% from January to March.
Whether you're in the middle of a busy season now or preparing your team for a Q1 rush in 2025, this post is for you. Keep reading for wisdom that will help you survive and maybe even thrive in the midst of contact center chaos.
Tip #1: Be open and honest about expectations.
Ten years ago, ICMI contributor Patty Isnor offered this advice that's just as relevant in 2024.
"Be frank with agents about how hard your seasonal spike will be. Downplaying a forecasted spike for a large client, we assured concerned agents that it wouldn't be that bad and not to worry. They were unprepared for how tough it was, and absenteeism increased. As peak season approached the following year, we were honest with the team. We said, yes, it is going to be hard. We are tough enough to handle it. If we all pull together, we can get through it. Lo and behold, absenteeism went down (even lower than non-peak rates), and we nailed the grade of service during the most challenging six weeks of the year."
Tip #2: Prioritize problem-solving over blame.
Justin Robbins recently compiled his favorite tips for navigating peak season in a LinkedIn article, and we loved this one!
"When it's busy, things are going to go wrong. It's inevitable. Orders will be delayed, customers will be disappointed, and tempers will flare. Instead of pointing fingers, cultivate a culture of quick, effective problem-solving. When your team knows they can come to you with a problem without fear of blame, they're more likely to keep pushing forward instead of spiraling into frustration. Keep it solutions-focused: ask, 'How can I help you fix this?" and keep the energy on moving forward, not getting stuck in what's already happened."
Tip #3: Need to staff up? Try an employee referral program.
Neal Topf, President and Co-founder of Callzilla, points out that sometimes the most challenging part of holiday hiring is outreach. "Put together an employee referral program to help find new employees. Current employees will be grateful for the extra help and usually happy to help train new employees they refer."
Tip #4: Coordinate with internal and external teams.
When things get busy, overcommunication is critical. Collaborate with marketing, IT, and HR departments to align operations and avoid unexpected disruptions during peak season.
"Reach out to every department that touches the contact center (marketing, IT, human resources), and let them know that you are moving into peak season and that you need to align operations so you don't get any surprises that will negatively impact you when you are getting peak volume," says contact center leader Sheldon Overton.
Tip #5: Lean into remote work models.
Employing remote staff can provide flexibility during peak seasons, reducing the need for full-time hires and additional office space.
Industry thought leader Sean Hawkins agrees that letting agents work remotely, even just for peak seasons, is a good idea, with one word of caution. "Training should be planned to ensure agents are not just hitting the floor as volume increases. Building in time for them to become proficient should be at the forefront."
Tip #6: Prioritize agent well-being.
The success of your contact center during peak season hinges on the well-being of your agents. So, implement strategies like these to manage stress and prevent burnout:
- Regular Breaks: Encourage agents to take short breaks throughout their shift to rest and recharge.
- Stress Management Techniques: Provide access to resources like meditation apps, yoga classes, or counseling services.
- Positive Reinforcement: Recognize and reward agents' hard work and dedication to boost morale.
ICMI is Here to Help You Thrive in Every Season
Peak season can be challenging for contact centers, but by implementing these strategies, you can navigate the chaos and emerge stronger. And remember, ICMI is here to help you navigate every season! Follow us on LinkedIn for daily tips, tricks, conversations, and more.