Call Center Overflow

One of the biggest problems for most businesses is the rush of seasonal shopping such as around Christmas (especially Christmas trees). What do you do when your normal office staff begins to get overwhelmed with the amount of calls and order they’re taking? Do you hire staff and fire them in one month when everything slows down after Christmas in January? That isn’t practical especially since you’ll need to buy equipment and train employees just to fire them 30 days later.

Overflow calls to your call center

Another very viable option is to send your overflow calls to a call center. Normally you take 40 calls per day but during the Christmas shopping season (Find What You Want on eBay ) you’re taking 400 calls per day. Did you know that a call center can take those extra 360 calls and can answer them using the exact same techniques as your office staff? You can actually give the call center a script to work from and allow them to answer certain questions, take orders and relieve your office staff around the holiday season. While you’re at it, you might even want to send all 400 calls to your order line directly to the overflow call center and allow your office staff to begin processing orders and increase your customer service satisfaction by getting orders shipped as quickly as possible!

Can’t I automate it?

The other option is to send your buyers to an automated call script. While this may seem like a good idea, it is the worst decision you can make. People hate trying to order from machines. They want to speak directly with a person and only you can keep your customers happy and allow them to give their order directly to a person. Automation will appear to save you money, but the lost sales will not make up for that money you save initially.

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