Is Your IVR Call Center Ready for Vacation?
Holidays are the busiest time of the year. Not only for personal reasons, but many sectors are experiencing increased traffic and sales due to the holiday period, which is the best time of the year. Most businesses cannot afford to lose sales on holidays and make every interaction vital to a company's success. For example, a bad customer service experience in America could cost $ 63 billion a year! (Source: Forbes 2018) If you have a call center, work or operate, we would like to emphasize how important it can be to prepare for holidays.
During the holiday season IVR call center Let's look at the top 5 applications to operate.
1- Add Seasonal Staff
Your customers will have unquenchable questions from your customers, and customers will continue to have such questions. Imagine that every minute of the day comes from the product, instructions, warranty and return policy questions, more phone ringing, more social media, and more marketing. Even in multichannel communication, such as live chat and social media, telephones manage approximately 68% of all communication center communications. If calls are not answered quickly and the waiting times are high, the caller can increase the disappointment of the customers. Frustrated callers will need more time to work on the phone, and extra workforce and resources will be needed to move the customer back to the highest level. This cycle can continue the whole holiday season and you can easily avoid this burden by hiring more employees. Even though the seasonal training and recruitment process may seem intimidating to the future of your business, this is a great investment.
2- Keeping your IVR System up to date
IVR voice calls need to be continuously reviewed, updated, and provided with as much information as possible from callers. A current IVR Voiceoverwill help to keep calls correctly, gain caller information, and reduce call overrun. Updating an IVR system is a time-consuming process that makes a big difference in the customer's journey. If you know what the callers need, IVR Phone System Voice Over Workscan be updated to meet a caller's high priority needs. Three customers choose to handle customer service over the phone, and 39% believe it is the most effective channel for customer service, but about 50% of customers see it as the most annoying channel. Customers will call to get help with their product. It is important to make the caller's process as simple as possible. When a caller arrives at the customer representative, they don't want to repeat all the information each time. When you keep your IVR system up-to-date, callers can be informed without disturbing them and can also take charge of customer representatives. Consider the time when simple name writing turns into a 10-minute ordeal that both the caller and his / her car don't need. An updated IVR system The caller arrives at a knowledgeable and helpful customer representative who makes the entire process smooth and simple.
3- Use ChatBot Applications
Use Chatbot or messaging apps on your website to show your customers where they need or simply answer questions. No online user would like to lose time during the holiday season by examining each product on a website. Chatboats can also reduce other communications with your call center and provide instant responses and query APIs for customer details such as order and delivery status. Chatbots are designed to serve people, but keep in mind that bots can't do anything. A great example of a boat to be implemented during the holiday season is a utility boat designed to answer frequently asked questions. If you know that users typically have specific questions, you can create this bot and prevent the user from searching or chatting with a live tool.
4- Create IVR Holiday Message
Now your call center, additional staff and call forwarding solutions have been equipped for the holiday season, what will you say now? One thing worth mentioning is that the caller will be happy and keep you in the holiday spirit! Holiday music and a cheerful greeting can be a long way to any business. You may think callers don't realize if the holiday music is on hold, but almost half of the consumers (48%) prefer the resort when put on hold. IVR background musiccan help remind those who are looking for joyful and happy times to get their mind off the current experience.
5- Select a Background Music That Gives IVR Holiday Excitement
The Vacation Recording message should be filled not only with announcements but also with holiday music. IVR Holiday Background Musicincrease the awareness of the caller with additional information. Share the return policy on a pending basis, or let them know where they can find them. Is there a return policy on the back of the receipt or online? Also, try to provide callers with self-service options. A caller can easily receive a 30-day warranty information message to give you an additional 30-day warranty, and your IVR work pace can be accelerated. Putting call requests on hold reduces the overall wait time for other callers during a call.
