Sales-peaks happen all year long and create wonderful things and opportunities for the businesses. However, companies that go after these specific seasonal sales-peaks, like Black Friday and Summer Sale, are not always prepared for the workload that often comes with it.
In this article I will highlight how you can give the contact center a fighting chance to cope with the expected increase in inbound interactions.
By Torbjörn Hörberg, Customer Experience Expert
From the very beginning in a strategy session, you need to include a senior employee of the contact center. Are there data from a previous sales-campaign – preferably the same one from last year, then use that data. Combine it with the manpower you have, the ambitions for the upcoming sales campaign, and make sure that the contact center employee is heard and provides his/her advice. And also think big, the campaign should break any sales record you have had, and what comes with that sales.
Remember that the contact center plays a pivotal part in creating loyalty among the customers, making it easier for the sales team to sell multiple times to those with a high degree of loyalty.
When you involve the contact center in the planning phase of the upcoming sales campaign, make sure you are set up for success from the very beginning all the way till the very end of the customer life cycle.
The contact center needs to have the right technology in place to handle masses of incoming orders and the aftermath from those orders, like product questions, shipping questions, claims etc.
All these pieces of technology can and should be tied together by some sort of automation. To begin with Robotic Process Automation (RPA) is the perfect place to start. RPA can take all the mundane and routine tasks that a human agent is performing today, and transform them into processes that are handled by the robotic software, powered by artificial intelligence and machine learning.
We can also with this technology create up sales from the original offer in a smart and consistent way.
And this doesn’t have to take long to implement. With low-code automation you can get a great start to the automated life in just 2-3 weeks, and then you can scale it from there as needed.
If you act on it before the sales peak, you can use the automation, not just only during the peak to unload the agents, but also after for returns, follow-up questions and creating an effortless customer journey from start to end.
Black Friday should be a fantastic experience for your customers with a great offer, but it should also be a fantastic experience for your agents, lets make that happen together.