Chat Support Service

Cyber Monday 2018 And Retail Call Center Industry

Before online shopping hits an all-time high for the 2018 holiday season—expected this year on Cyber Monday, Nov. 26—call center managers must ensure their call center workforce and operations are prepared for the holiday e-commerce rush. They have every right to be nervous. After all, Cyber Monday 2017 was the biggest day of U.S. e-commerce, with consumers spending more than $3 billion. The 2018 holiday shopping season shows signs of being even more robust. Consumer spending during Black Friday and the weekend is forecast to grow by 47% year over year. On top of that, Cyber Monday has become even bigger than Black Friday in terms of online sales.

For those in charge of retail call centers, this unbelievable sales flood can be a pain for both customers and companies if call centers aren’t prepared. What can you do to mitigate risk for Cyber Monday offers?

Cyber Monday And Quality

Customers have high service expectations—even more so during the holiday rush when every company is competing hard for dollars. The last thing you want is to let quality slip during such a critical time of the year.

Empower your agents to get the job done. Give them the confidence to solve customer problems. Ongoing skill development empowers agents to meet performance goals. A skilled team of chat support agents that deliver fun and fast service will result in an amazing, personalized customer experience.

Speaking of fast—be sure to focus on fast call resolution times. When customers were asked what it means to deliver a good experience, providing accurate service and information quickly was at the top of the list.

One of your biggest efficiency metrics to focus on during the holiday season should be resolving a customer issue or answering their question as quickly and accurately as possible.

In Conclusion

The holiday madness is nearly upon us! The best tip of all is to ensure you’ve got a holistic plan of attack to ensure you are prepared for the coming weeks. By adopting strategies to help your call center scale, delivering fast, quality service, and handling customer information securely, you’ll avoid any obstacles in your path to retail success.