Olga Rotanenko, BizDev Director
While everybody is getting ready for the Christmas break, Santa is busy at work. In fact, according to Freshdesk, customer service queries increased by 75% over the Christmas period. Let’s take a look at Santa’s and the elves’ customer service role during his busiest time of the year.
Table of contents:
1. The North Pole Customer Service Center
2. Tips on how to Manage the Holiday Rush
3. Trust Pexly to Help You Manage the Christmas Frenzy
The North Pole Customer Service Center
While Santa may be the most well known character at the North Pole, he is not the main hero that makes Christmas happen. There are so many elves that go through everybody’s wishlist, wrap all the gifts, and spread the Christmas spirit. Since everything is already prepared for him, all Santa has to do is hop on his sleigh and deliver the presents. When we think about it, Santa Claus and his elves can serve as an analogy for call centers.
This is the busiest time of year for many companies as people are shopping for presents, which means that the month of December is especially difficult. Call centers need to manage this heavy workload or risk losing customers to the competition.
4 Tips on how to Manage the Holiday Rush
As mentioned earlier, the holiday season can get hectic, so here are some tips on how you can prepare to manage increased demand from customers:
- 1. Don’t wait until the last minute. It is best to prepare at least one or two months before Christmas to plan your agent resources.
- 2. Do everything you can to prevent the CSAT score from dropping.
- 3. Put additional effort into motivating your staff, since the Christmas rush can get stressful.
- 4. Consider outsourcing some of the work to take the load off your internal teams. You can hire temporary agents to help you out for the holidays, or outsource your entire frontline effort.
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Large companies like Amazon and Walmart are using temporary staff to help them manage the holiday rush. Because of this, Walmart’s hiring for the 2022 season slowed to about 75% of the number of hires last year. Some other big retail companies that follow suit include Target, J.C. Penny, and Best Buy.
Trust Pexly to Help You Manage the Christmas Frenzy
Given the increased demand, providing top-quality customer support can be challenging during the Christmas period. This is why you need to partner with a trusted service provider like Pexly to help you get through the shopping frenzy with increased customer satisfaction. We can help you cover all communication channels and time zones, as well as provide support in a language other than English.