Contact Center Agility Saves Companies from Seasonality
July 24, 2014
July 24, 2014
Seasonality that spikes customer demand for products and services can be due to a variety of events from holiday periods to conference events and product launches. For business managers with product and sales responsibility, coordinating efforts with the contact center can help to ease the strain of meeting customer demand.
The holiday season is fast approaching. Your newest model of tablets with 4G services is rumored to be the coolest present under the tree this year. Your business always spikes in the 4th quarter with a bit of carryover into the New Year. But this year it’s forecast to spike much higher than usual. The opportunity to sell tablets with services that increase average revenue per account (ARPA) will help your division blow through quotas.
For those three or four months, you know your contact center must ramp from 250 agents to 600. Finding a building to lease for that short of a time period is a huge challenge and investment. Desks, phones and standing up infrastructure that will only be torn down in 90 days will be costly and the time and effort needed to deploy it all puts a strain on resources.
This product category’s sales volume and customer adoption is your number one priority, a mandate from headquarters. How will you make sure that the demand for service is met with the responsiveness necessary to ensure the needed sell-through? Online sales are great, but a majority of purchases also require phone support to complete the modifications to services agreements.
Additional considerations include the potential for adjacent sales through service and the opportunity cost of abandoned calls, assuming at least one third of those customers will turn to a competitor.
The scenario presented above demonstrates that traditional land-locked approaches to scaling customer service to address seasonal spikes in call volume can be costly and hard to pull off without a hitch. One innovative answer is to consider ramping up customer service with At-Home agents. With a blended customer care model, handling the need for extreme scale over a short-term period can be both efficient and effective.
Reasons to consider At-Home agents as a means to scale include:
At-Home agents can become your company’s secret weapon to satisfying customers whenever your contact center’s physical limitations become an obstacle. When customers experience seamless service because the contact center has flexible scale, the results include higher sales and more repeat business.