Handling High Call Volume During Peak Season
As the holiday season approaches, many call centers deal with large peaks in call volume. A significant percentage of retail companies have to hire seasonal employees to help satisfy their customer need during the holidays. During this peak season it is crucial to maintain a high service level. Multiple studies have shown that 15% of callers hang up after waiting on hold for just 40 seconds. If 15% of customers hang up after 40 seconds, then we can definitely assume that as hold time increases, so does the percentage of customers who abandon their phone calls.
Here are 3 suggestions to help keep your hold times down during peak season: