Holiday sales will hit $586.1 billion this year with the average shopper spending almost $750, according to the National Retail Federation (NRF). This optimistic forecast also shows that nearly 89 percent of all spending will occur in the last two months of the year.
Extreme seasonal spikes can pose tremendous challenge for businesses. In fact, even the most experienced retailers often find it difficult to resolve customer issues in a timely manner during the holidays. Yet, this time of year also offer incredible opportunities to gain market share, secure new customers and solidify brand loyalty. The key lies in providing an exceptional customer service experience that will keep customers coming back well after the holidays are over.
Flexibility Critical for Fluctuating Business Needs
So, how does a company ramp up its customer service when business is unusually high, but not pay for stranded seats when volume is back to normal or lower? The solution is to tap into a business model with access to a worldwide, virtual network of small independent businesses and their customer service agents who work from geographically dispersed home offices.
Through sophisticated technology that allows for granular scheduling, this on-demand workforce can easily be adjusted in real-time to address both unexpected and planned business fluctuations. More specifically, this business model is ideal for handling unexpected spikes caused by seasonal volume, product launches or other unexpected events for the following main reasons:
Flex in Action
Although meeting the needs of seasonal business fluctuations may be the most obvious reason companies would need workforce flexibility, there are many circumstances in which companies can benefit from a workforce that can be increased or decreased at a moment’s notice. Below are a few real-life examples showing the varied benefits of engaging a service provider using a virtual and independent customer service network:
The ability to flex a workforce on demand allows companies to cost-effectively provide customers with the highest level of service regardless of fluctuating call volumes. The resulting improvement in customer satisfaction and bottom-line profitability helps fortify businesses for success in today’s extremely competitive environment. With the holidays upon us, there is no time like the present to find out how a service provider with access to a virtual customer service network could help turn seasonal or unplanned spikes into the most wonderful time of the year.
Peter Formisano, Vice President and General Manager at Arise Virtual Solutions (News - Alert) Inc., manages Arise’s operations and client relationships in the retail and technology industries. Peter is a noted speaker and thought leader on the subject of flexible business solutions. Prior to joining Arise, he held executive positions at Computer Generated Solutions, ClientLogic, and Convergys (News - Alert). Peter is a graduate from Iona College with a Bachelor of Business Administration, Accounting and Management Information Systems.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.