How to improve tech support outsourcing services for the holidays

How to improve tech support outsourcing services for the holidays

OABPO Blog Team Published on December 12, 2013

two-red-small-gifts
The holidays can be a demanding season for tech support outsourcing firms. During this period, service requests and customer expectations heighten, especially now that electronic goods top most people’s wish lists. A large portion of the consuming public will need assistance with their new devices this season, so your tech support representatives must prepare for the imminent influx of confused customers.
Here are some of the ways you can prep your team for the holidays:

Divide and sort tasks

busy-technical-support-agents

Receiving all queries using one channel can slow the service down, so sort requests according to urgency and assign them to different units. If you operate a 24/7 call center, you can set separate numbers for different types of issues. For instance, heavy troubleshooting should be sent to one line while minor technical questions should be routed to another.
Categorizing problems will also help your representatives gauge the urgency of a case and help you assign the right agents to certain types of concerns. This will prevent specialized experts from wasting time fixing small issues while putting on hold matters that require a deeper expertise.

Provide self-support options

Giving your customers self-service options will help you lower call volumes. If they have readily-available resources, they can solve problems on their own and no longer need to ask for assistance from your representatives.
Your business website’s FAQ page may be a great self-help option, but for the holidays, make it special and more helpful by highlighting the answers that most people would likely ask. Aside from your “Holiday FAQ” you can also develop mobile apps that provide necessary information about using and first-aiding your product.

Cheer for your agents

It can be depressing to be at work while the rest of the world is with their families celebrating, and it can be much worse if calls are unwelcoming. Don t let your employees feel down during the holidays; the spirit of Christmas should be present at the workplace. Give them incentives for adhering to the business, but more than that, give them encouraging words to promote positive energy. With this, they will emit the same positivity and efficiency while handling callers, even the most irate ones.

Conclusion

You can improve tech support outsourcing services for the holidays by sorting tasks, providing self-help options, and cheering up your employees. Through these, you can cope with the holiday rush and serve customers in high spirits.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 hours ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO
Open Access BPO3 days ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO