Over the course of the next several weeks, consumers from all over North America will be looking for solutions to their gift shopping needs. In order to ensure that your company reaps the benefits of the busiest shopping season of the year, it’s imperative that you offer those solutions. Providing holiday cheer-filled service is certainly a way to stand out! But what are the best ways to do so?
You can’t ask your phone agents to inject holiday cheer into their conversations with customers if you’re not injecting any cheer into your conversations with your phone agents. Be sure to increase your own sense of holiday energy in your morning meetings and general interactions with your team members. Of course, be sure to encourage them to pass along the positive energy to their callers.
“Agents can be excellent vessels of holiday cheer,” believes Shauna Geraghty on TalkDesk.com, “Make sure that they stick to your call center etiquette guidelines, but encourage them to have a little fun with callers by engaging them in seasonally appropriate conversations. Callers will enjoy the holiday banter and agents will take pleasure in spreading holiday cheer.”
You’re not always going to be able to provide your customer service live. After business hours, your customers are still likely to ring you up. But, it’s important that they still experience the same type of positive energy they’d feel if they had live phone agents on the phone.
“Surprise your customers when they call in, and add that human touch to your brand, by recording and uploading holiday-based greetings and messaging,” recommends Ryan Alleman on Jive.com, “This is also a good time to announce your modified hours, days you may be taking off, and provide emergency numbers customers can call during the break.”
At MeloTel, we’ve often heralded the benefits of custom hold music. Firstly, it’s vital to have customers listen to hold music while their waiting in their queues so they know they haven’t been disconnected from the lines. The majority of callers will hang up when they hear silence, assuming that their calls are over. At this time of year, a mix of holiday music and holiday advertisements is a great way to keep your callers on hold engaged.
“No one likes to wait on hold or in a queue – especially during the holidays,” says Geraghty, “Switch out your standard hold music to be more festive. Record holiday announcements for promotional events to play to callers while in the queue. Record messages stating that there is high call volume and long wait times so callers can adjust their expectations for service accordingly.”
With MeloTel’s Commercial Phone Services, Custom Hold Music is just one on a long list of automatic features! Use it to inject your customer service with holiday cheer this holiday season! For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website.