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Customer Service in Crisis Management: 4 good reasons to contact an external call center
Customer Service in Crisis Management: 4 good reasons to contact an external call center
Christmas, Black Friday, seasonal sales or back to school; there are so many periods or special events that hold each year, all the attention of business managers. However, while these opportunities are particularly favorable for the achievement of exceptional sales, they also often represent periods of stress and tension internally. Indeed, given the stakes, and because of the additional influx of customers or contacts, these critical periods require special management of customer service. In order to respond adequately to these often short-term economic requirements, the ideal is to use the services of an external partner of choice: a call center. Here is why in 4 essential points:
Keep a good internal organization
No question of letting customers call unanswered during the sales, on the eve of the New Year or a few days of Easter! This could be expensive and hurt the annual turnover. But without a flexible approach, you have every chance of missing out. In such a situation, an external call center allows you to maintain a strong and competitive internal organization, while meeting the new needs in terms of reception and strategic management of incoming calls.
Adequate and already available infrastructure
With the increase in call and other volume involved in calendar holidays and other promotional periods, the natural response is to increase reception capacity. But this requires a sizable material investment that many retail companies can not afford. This is even less in the context of a passing need. What is the point of acquiring additional equipment if it is only really useful for a few days a year? Entrusting this extension of capabilities to a call center saves you such an investment while allowing you to enjoy a quality infrastructure at a reasonable cost.
Qualified staff
The problematic here is quite similar to that developed in the previous point. Indeed, hiring and training staff to meet a specific need of a few days or weeks is an inconvenient decision for any company really concerned about its profitability. Moreover, such recruitment requires time and involves taking into account many other parameters related to the integration of "seasonal", as well as the social aspect. Strategic partner of commercial companies, an CallCriteria call center offers, in this context, an adequate response. One of its main responsibilities is to provide you with qualified staff whose skills and training are optimized to meet your specific requirements. Single contact for your company,
Maintain the brand image of the company in times of overflowing calls
Overrun periods are usually a source of stress and tension for incoming call management agents. To avoid any slippage, it is therefore important to unclog the lines and distribute the calls better by relying on the auxiliary team, fresher and therefore more willing to respond to the specifics of this period. As part of an approach geared towards optimizing the customer experience, it is imperative.
In total, a call center is an excellent support solution in situations involving overflow of calls. In addition to guaranteeing quality customer service, this option makes it possible to optimize profitability in these periods, which must above all be considered as opportunities to increase profitability and profits.
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