Many contact center leaders are preparing for the holidays now that November is here. Whether it’s to maximize the return on an influx of customer contacts, meet staffing requests while managing an increase in employee time-off requests, or a combination of the two, going into the holidays (or any peak period) requires having a good plan in place.
The US Army has a saying for situations like this, “proper prior planning prevents poor performance”. If there is nothing else that you take from this blog, just know that proper prior planning prevents a painful peak season, too.
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Whether you’re in the midst of building your holiday plans, or still have yet to start, here are a few bits of information to consider when building your peak season plan:
Historical data from, at least, the past 3 years of the same peak season
(Consider the volume from Memorial Day to Labor Day for another seasonal example.)
There is a lot of insight to glean from the past, if you know what questions to ask.
Business intelligence and market conditions relative to the upcoming peak season
There will always be variables that don’t appear in historical reports but can be uncovered through conversations with marketing, product development, or other key stakeholders in your company.
Strategic considerations and competitive landscape analysis
It’s also vital to go beyond the data to discuss and consider the ways in which succeeding (or failing) during the peak season will affect the business for the rest of the year.
The average rep’s time to proficiency
A common, but avoidable, oversight is to underestimate the amount of training and experience that’s required for seasonal staff to perform at full proficiency. It’s not appropriate or good for business to subject customers to reps who were rushed into their positions and performing below the accepted standard.
As you can see, thoughtfully and properly preparing for peak season requires lots of consideration. But this pre-work, as tedious it may seem, is what enables best-in-class organizations to consistently deliver an exceptional experience to their customers—regardless of the time of year.
If you’re looking for a contact center platform to help power your peak season performance, contact us today to schedule a demo.