GoResponse Telephone Answering Service Staff

Do not drop standards during peak times

Manager talking to his employees into a call centreKeeping consumers happy can be hard enough under normal circumstances, and it becomes even more complicated during peak times when inbound traffic gains considerably. During these times, it can be tempting for call centres to resign themselves to the fact that meeting KPIs will rely on reducing interaction standards. This is often the case when seasonal staff are hired to deal with the increased workload. However, letting standards slump can be costly in the long run, so it is best to avoid this if possible.

Many telephone answering services must hire extra employees at busy times of year. Because these agents are given short-term contracts, it might seem attractive to drop the standards of training as a way to push them through the process quicker and get them onto the phone lines. However, providing consumers with a lower standard, particularly during busy times, could do long-lasting damage.

AllClear Insurance Services’ Head of Operations Linda Davis suggests one option that could work for call centres, saying that induction and training “remains the same regardless of whether the new starters are contracted for our peak months or not. The only difference is that they are just trained on the one skill which offers the highest % call volumes.”

Meanwhile, Monarch Travel Group’s Head of Call Centres, Stu Booy, explains that his firm’s recruitment strategy always aims to retain staff. “Making sure recruitment is handled with the aspiration of low staff turnover, rather than just a ‘bums on seats’ strategy, pays dividends when times are more challenging.” He adds that recruiting the right people ensures standards do not have to be dropped to deal with peak traffic periods.

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