With in excess of 108 million customers, Santa’s call centre, because surely he must have one, has to be state of the art and always full of Christmas cheer. We decided to have a think about how Santa’s call centre might work and why some of his features could be adopted elsewhere too!
Bells (and phones) are ringing
You’d think that resourcing Santa’s call centre would be pretty difficult. As his customers come from all over the world and in all time zones, manning the phones will be a 24-hour job. Also, given that his business is extremely seasonal you’d think that he’d need a huge influx of workers at certain times of the year. To that end he must use Call Logging software to help identify exactly when the peaks and troughs are and, being Santa Claus, he has to get it spot on!
We also reckon that being able to work flexibly is key for Santa’s call centre. A VoIP (Voice over Internet Protocol) system is going to be essential and if he’s using Lanonyx’s Call Recording software everything is compatible, offering all the connectivity and capability he needs.
Ring ring merrily on high
So, what other features might Santa’s call centre have?
We’d imagine that Santa’s auto attendant would be voiced either by the main man himself or the head elf. Most likely the options will be – press 1 if you’ve been naughty, press 2 if you’ve been nice.
It’s got to be Christmas music if you’re put on hold. We’re going for Santa Claus is Coming To TownÂ.
Santa’s call centre office will definitely be decked out in bright inspiring colours and of course, Christmas decorations to further instil the festive mood.
No more than 5 gold rings before someone answers.
Given that Santa has been watching for changes in behaviour throughout the year, it’s likely that he’s already going to know what each call is about. Giving Elf operators the heads up as each call comes in means that they will already be able to talk to callers like friends, well placed to avoid the timely fact finding questions and getting to the resolution quickly.
Could you imagine anything other than a cheery seasonal greeting from Santa’s call centre? All the Elf operators would talk to callers with a smile exuding genuine happiness and enthusiasm. Of course, Santa knows that if his Elf operators are happy then this will naturally transfer across to his callers.
We think that after a call to Santa’s call centre, everyone leaves happy and satisfied. That’s not a bad goal to work to generally in customer service terms, sort out the issues with minimum fuss, help the person on the phone before you bid them farewell and Merry Christmas, happier than when they originally picked up the phone!
So, there are lots of good features in Santa’s call centre and plenty that could be replicated elsewhere. Why not make 2017 the time when you look to improve the way your call centre works? Be sure to give us a call at Lanonyx if you do, we’ll certainly be able to help!