Ah, Black Friday; you’ve no doubt heard of it and, as a business, have probably been mixed up in the chaos that always ensues at this time of year at least once or twice. So what is it, and how is it that one single day is so capable of rendering consumers a brawling mass, and retailers gibbering wrecks? Observed in America since 1932, and in the UK since the mid-noughties, Black Friday falls on the day after Thanksgiving, marking the unofficial start of the Christmas shopping season. Traditionally celebrated with huge discounts, crazy one-off deals, and flash sales that last all of a moment, Black Friday is one day sure to strike fear into the hearts of retailers and the consumer industry as a whole; indeed, you may already have planned your Black Friday programme, or at least thought about the ways in which you can attract customers to your door – or phone lines.
Online retailers, catalogue companies, and customer service lines are particularly busy in the lead up to, and fall out of, Black Friday; it’s enough to make any office manager weep. Did you know, though, that call logging and recording software could actually make your life far easier during this time? While you’re busy panicking about the huge numbers of calls you may answer insufficiently, the customers you may keep waiting, or the first contacts you may miss altogether, we’re here to let you know that it doesn’t have to be like that at all. Allow us to explain…
Call logging and recording software can…
Use leaderboard technology to keep track of every call, each sale, and all missed opportunities…
With our call logging and recording software you’ll have access to leaderboard technology, which will monitor and display all of the statistics that are relevant to the calls you’re handling. This data includes the number of calls you’re getting during any given period, the average hold and call times, and the amount of contacts you’ve missed, as well as your office floor’s conversion rate and leading sales team members. What’s more, each call will be logged automatically, enabling lost calls to be returned at your earliest convenience; lunchtime rush, be gone.
Help your call handlers to resolve disputes, or raise queries, with ease and efficiency…
It’s a sad fact of life that Black Friday will bring out the worst in people; customers who may have missed bargains, feel they have paid too much, or have been on the receiving end of a technical glitch will be the first to contact you, and it’s incredibly important to keep track of each communication. We live in an era when the rule of ‘he said, she said’ is still so easy to apply; call recording instantly dispels any issues immediately, and can ensure managers are kept in the loop regardless of when the complaint was raised to them.
Ensure your team members are better prepared for the onslaught that’s about to hit…
Just as you no doubt take on extra staff to help with the Christmas rush, you’re also likely to hire new employees to deal with the arrival of Black Friday – and they must be prepared for the chaos that’s about to hit. Call recording software will enable you, as office manager, to record those calls you feel best demonstrate what you expect of your new team members, as well as the calls that make it clear what you definitely don’t want; new hires won’t be in any doubt as to what you expect, while their training and progress can be monitored carefully for compliance purposes. Ideal, when new employees will have very little time to learn the ropes.
Allow you to look back on another year and better prepare the next…
Above all call logging and recording software can help you to reflect on yet another Black Friday, and to assess where you’ve gone right and wrong. How many calls did you take? How many of those became sales? Did you leave anyone waiting too long? Our software can determine where your customer service excelled and where it lacked, as well as compiling a list of data that will ensure next year is far better; hard facts are difficult to ignore, and come in very handy for the year ahead.
If you’d like to learn about the customer service secrets that call logging and recording software can help you to unlock, want to know how such technology can prepare your business for every eventuality, or simply need to know more, please do drop us a line on 0333 0022 440. We can also be contacted via email on support@lanonyx.com. Do hurry, though, as the number of shopping days before Christmas dwindles profusely; don’t say we haven’t warned you!