Inside the Quality-First Contact Center

4 Things to Consider When Staffing for Peak Season

The holidays are just around the corner, is your contact center ready?

Our fearless leader, Neal Topf, spoke to ICMI about ways to staff up for peak season. Whether your peak season is during the holidays or in the middle of summer, we have the tips you need to prepare.

Here are the 4 factors that you need to consider:

  1. Start Planning Months in Advance: Whatever industry you’re in, give yourself a minimum of six-month lead time before the start of peak season.
  2. Structure Where Seasonal Employees Fit in: Let your more seasoned employees handle more complex inquiries while letting seasonal employees focus on low-hanging fruit.
  3. Start an Employee Referral Program: Incentivize your employees to help you find quality help.
  4. Know Your Support Options: Consider whether it is viable to add in-house support or outsource your labor.

Ensuring you consider these 4 factors can be the difference between a successful or stressful peak season. Planning months in advance, structuring where seasonal employees will fit in, starting an employee referral program, and weighing your support options will set your team up for success.

To read the full article, visit ICMI.com or click here. 

Topics: Call Center Insights