Certain times of the year, like the holidays or tax season, may be hectic and busy for your call center, with sales spikes and increased customer interactions all around. You might find that you need to hire extra seasonal employees to help support the regular operations of your call center. If your call center is unprepared for this influx of activity, you may find yourself swamped in long wait times, unsatisfactory resolutions and unhappy customers.
When you’re hiring seasonal call center employees, it’s best to find that delicate balance between training them to handle the workload and making them feel welcome while maintaining resources and keeping overhead down. While managing and training seasonal employees may seem intimidating, with a few helpful hints, getting through the holiday season can be easy, productive and efficient.
When customers reach out to your call center for help, they need to receive the same consistent service whether they’re speaking to a seasoned professional or a fresh seasonal agent. That means you need to provide your seasonal call center agents with adequate training and resources to deliver the same smooth and seamless services throughout their tenure as your regular staff. To help your seasonal employees reach their maximum potential and deliver exceptional support, implement the following agent training tips:
For more information on how to best train seasonal employees and other call center management tips, check out EVS7’s helpful, entertaining YouTube channel.
At EVS7, our team is committed to bringing call centers around the globe the most sophisticated, dependable and effective call center technology solutions. We offer a wide range of different products to suit each specific call center’s needs and long-term expectations. All of our technology is cost-effective with no hidden fees while allowing your team to maximize efficiency and close calls faster.
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