Holiday Rush Best Practices for Contact Centers
The holiday season can be hectic wherever shoppers are swarming and cash registers ringing. But even credit union contact centers, working behind the scenes of consumer spending, can feel the pinch of the holiday shopping season.
Members start calling to check balances in the midst of shopping sprees. Others overdraw their accounts in the holiday bustle, leading to an increase in fee disputes over non-sufficient funds.
- Monitor Quality through Efficiency and Accuracy.
The longer agents take on a call, the more they impact wait time. But it’s crucial that agents are giving proper, accurate information during the call to resolve the issue. If, in a rush to answer the next call, they give misinformation, it only causes repeat calls, inflating volume while worsening your service level.