Written by: John Borillo
For each and every day of our life, we would have to deal with the usual things that come and go. We have to make sure that we follow the daily grind. We would have to make sure that we get to work on time and that we then do what is required of us for the day and then we go home. The next day, we do it all over again. That is why it is not surprising to see a lot of people looking forward to grand holidays and grand events to splurge and help make themselves happy.
One of the most difficult things that happen when it comes to such events and holidays is making sure that you get all that you need to celebrate that day. You would have to make sure that you get all of your gifts ready. And then you would also have to make sure that all the food that you need would be ready for you. Malls are filled to the brim and that is why there are a lot of people who would opt to order the things they need and have them delivered to their home. A technical support call center may just be one of the top companies getting more work during such days because systems can be crashing because of the rush of shoppers.
During holidays like Christmas and Thanksgiving, and during grand events like Black Friday and Cyber Monday, you can expect a lot of people to go rushing to the stores for all the supplies that they would need. All the money that they may have saved up, they feel like they would like to spend on these days because these are days worth celebrating. People have no qualms about spending because they have good reasons to celebrate. So a person who may have been working with a technical support call center Philippines has to offer may be more than willing to shell out what his wallet has just to feel the spirit of those holidays.
The problem though when you go to the malls to get all the things that you need or to get to all those items on sale, you would have to deal with a huge throng of people who are also thinking of the same thing as you. It is all about getting the items they need. But the mall could only hold so much. Everything can be really chaotic, the lines can be too long, and you would only end up really exhausted. Sure, you may not even have bought all that you need. This is the very reason why a lot of people are choosing to purchase all the things that they need through the internet. An order taking call center may be the one to handle all the calls that come in and so you can easily place your order. All of the items you ordered would be processed and then sent to your doorstep. People are more than happy to order online because they would not have to deal with the traffic and the crowd. Plus, they can get everything that they would need.
And then there is that surprising thing about humans. When they come across a sale, a huge percent of people would feel like it is a good buy even if they really do not need it. That is why during such holidays and big events, malls and shops make sure that they offer some kind of sale so that the chances of people purchasing would be a lot greater. This is why there are a lot of people who say that they usually go home from a shopping spree with a lot of things that they do not need but bought because they were on sale and they looked like a good deal.
It is essential to keep in mind that during these great shopping days, the malls and shops that are offering you the items that you need have to work a lot harder because of the huge throng of items being sold. An order taking call center in the Philippines has to offer would be more than happy to tell you that this is very true. It is during such times that they do need to make their customer support a whole lot better. It is also during such times that they do need to have more people on technical support because computers can break down during the rush of orders and processes coming in. It is always best to have the best support whenever possible especially during rush seasons like these. A person working in a help desk call center would attest to that because they have to provide even better service during these times.
What Bad Customer Service And Technical Support Can Do
Customers can be ruthless – and unforgiving if not appeased. They expect to be treated well. They know how important they are when it comes to bringing money to your business. This is why you have to make sure that you treat them well and you do serve them well. You need them. They are the lifeblood of your business and you surely would not want to see your business go down the drain all because you were not able to prepare for the rush that comes with big holidays and grand events. Magellan Solutions Call Center knows how important this is for all businesses and so they have devised of really good packages and plans that should help out all businesses who do need customer service and technical support during such dire times. A lot of owners out there have yet to discover the ease and the convenience that they can get by outsourcing important tasks like customer service and technical support.
You would not want to bring bad customer service and technical support to your customers. See, these customers are knowledgeable about how things work. They do know that if one company does not treat them well, they can easily transfer to another one who can treat them like royalty. As a customer yourself, you definitely can say that this is true. Why stick with one business which does not even seem to give you importance when you can go with another which makes you feel like you are the most important person in that store? You would not want that to happen to your business.
During such rush days, you can be sure that there would be a lot of people calling in and going online and contacting you to be able to place their orders. A customer does not think of these days as special days. It is just an ordinary day and they just need to place an order. They would not give you any kind of consideration. If they feel that contacting you is quite difficult, they would choose to go to another where they are easily attended to. A customer service representative will tell you how hectic the calls can be but that is why you should invest in the right people to do the job.
If you already have old customers and yet you do not attend to them that well, you can expect them to start leaving you and starting jumping ship. Now, if you think that you can still get new customers, you are right. But not totally right. See, if you cannot keep your old customers with you, your chances of getting new ones can be quite difficult too. Those old customers will spread the word about how you treat them and you do know that word of mouth advertising is very, very powerful. You would not want to be getting a poor reputation. It would take you a lot of time to erase that from people’s memory.
There are also customers who would contact you for all the orders that they have in mind. Despite any customer service skills that you may have, if these people find that they have to wait a long time to get attended to or get their order processed, you can be sure that they would lose interest in your company. At the very least, you can lose that order.
These are the very reasons why you should make sure that you have everything all ready before the rush starts happening. You should already have planned out your strategies and created timelines to be able to meet with all the rush and with all the customers that would be coming your way during these holidays and great events. Each year, these will happen and so you should make sure that each year, you are prepared.
What You Can Do To Make Sure That You Just Ride Through The Rush
One of the things that you can do is to plan ahead of time. You know that the rush is going to come. It is something that you should not take lightly. It will come and you will know that it will. That is why it is best to plan ahead. At the start of the year, know what you would like to achieve during this time and plan. Know what you should do and prepare for it. If you need more people to man your computer technical support team, then go ahead and find people to do that job. It should help you be ready for the battle that is going to come to your business and if you pass that, you can be sure that you would have more customers with you even after the rush has gone.
With the rush coming closer and closer, you would be able to notice that there would be more and more inquiries, and more and more orders coming. It will not be like a huge tsunami coming in – they will come in waves and that should help you assess the situation as it comes. However, it is always best to have a technical support specialist around so just in case anything untoward happens with the computers, there will always be someone around to help you out with the system. The system is what is very important especially during these times.
There would definitely be a lot more calls coming in and a lot more inquiries. You have to prepare for that as well. If you have seen that there are a lot of questions on the same things over and over again, then perhaps you may want to check out your website and change the information there. Or you can create an FAQ page right on the website to lessen the amount of calls coming in for such simple questions. On the other hand, you can also create an FAQ sheet for the people you have chosen for your technical support outsourcing. That way, they can easily answer any questions and thus attend to more customers.
Agents are still people and there will be times when they feel like a customer’s inquiry cannot be resolved right at the moment. Some would even tell customers to call back just to be able to get out of the call. Those are not the kind of agents that you would want. What you would need to have on your team that provides customer service and online technical support would be those who are willing to help out customers even if the customers can be difficult. You would just have to make sure that you train them well and train them to take as much calls as they can without having to sacrifice quality. See, you may have been able to get out of a difficult call by telling the customer to call back but that person is going to definitely call again and that should be another number to the growing amount of calls. Go for finding the solution to the issue in just one conversation.
And at the end of it all, the best tip would be to make sure that you always treat each customer with respect. You may have gotten out of a bad one but do not take that on the next customer because each customer is different. Just take a deep breath, smile, and attend to that new customer. Do not let the stress get to you.
How useful is a call center for your business during the holiday season? Share your thoughts today.