How Pac Biz Staff Help Run E-commerce Companies During the Holiday Season

As the holiday season starts, the stakes are higher for your eCommerce business. On one hand, there’s a potential for you to earn more because of the holiday rush – on the other, your customer support will be under a lot of pressure due to the high volume of incoming calls. It can be overwhelming for your local staff to deal with complaints, inquiries, and everything in between. That’s where your outsourced team comes in. Here’s how Pac Biz staff help eCommerce companies cope with the holiday rush:

EXPERT CALL-QUEUE HANDLING DURING PEAK SEASON

When there is a sudden influx of customer inquiries, eCommerce businesses must make sure they’re prepared for it. Depending on the season, inquiries and complaints may change, and the sheer volume of it might compromise the way calls are handled. This could reflect negatively on a business. Pac Biz has enough agents to cover these calls, and our eCommerce team is trained to handle pressure to the highest standard. Our team can handle the heavy call queue at a consistent speed and quality, because we make sure each agent knows everything about your product by heart. They’re heavily monitored and guided by quality assurance agents and supervisors, too. 

“There will be an increase in the volume of customer queries, orders, and even complaints resulting in a long hold time(customers are waiting in queue for a long time). We solve this problem by making sure that there is enough number of agents scheduled and that they come on time. For instance agents’ may be late, we see to it that the entire shift is covered by letting the Supervisor on duty cover for the unattended minutes/hours while waiting for the agent or while looking for another agent to cover and render possible overtime.”

As one of our agents put it

MAINTAINING GREAT SUPPORT, EVEN ON HOLIDAYS

Pac Biz follows different protocols for leaves and rest days. We respect our agents’ local traditions and their right to be with their loved-ones during holidays. That’s why our team leaders strategically plot rest-day overtimes and leaves. The filing of schedule adjustments happens two weeks before leaves start, to ensure we have enough people to cover holiday calls.

“Given that the call volume may increase at random times during the holidays, we have to make sure that there is enough coverage to support customers and continue to provide commendable customer service. Agents are required to send in their vacation leave requests at least 2 weeks in advance. Schedules are plotted early on to make sure that there are enough agents on board to continue assisting customers”

Philnee, Pac Biz Team Leader

HIGH-LEVEL PRODUCTION SUPPORT

The quality of our service is maintained by high-level production support. Our agents have 24/7 access to IT support, readily available for any technical difficulties. Main and backup servers are monitored at all times to mitigate technical issues. Managers and team leaders are also fully equipped to support their team, and ensure goals are met through coaching, quality monitoring, and putting great emphasis on adherence to schedule.

eCommerce technology has taken away one’s need to have a physical store, and has given companies the ability to have a wider reach. It’s important to have a solid customer support team that can handle peak season. Get ready to lessen your workload and handle the holiday rush like a breeze by giving us a call at at 480-771-3009 or email us at info@pac-biz.com.

News & Updates

More from our Blog

  • Podcast: Working from Home Part 1Podcast: Working from Home Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Working from Home Part 1 appeared first on Outsource with Pac Biz | Customer Support & Call Center | Phoenix,… Read more »
  • Do’s & Don’ts of Outsourcing Customer SupportDo’s & Don’ts of Outsourcing Customer Support
    You know the old saying, “an ounce of prevention is better than a pound of cure”? It still applies these days and none more so in the field of outsourcing. And while trial and error is a necessary part of business, it’s better to learn from the mistakes of others… Read more »
  • Podcast: Work at Home: The Future of Working Remotely Part 1Podcast: Work at Home: The Future of Working Remotely Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Work at Home: The Future of Working Remotely Part 1 appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • How Top Taxi/NEMT Companies in the UK Outsource ControllersHow Top Taxi/NEMT Companies in the UK Outsource Controllers
    To outsource controllers, it will take some due diligence to get the best arrangement for your firm. For context, 580 billion passenger kilometers were traveled in Great Britain in 2020 but that’s a 33% decrease compared to 2019. To compensate for this, a worthwhile cost saving measure adopted by the… Read more »
  • 5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs
    Overhead costs are a necessary part of building a business, but if business owners aren’t careful, these indirect costs can quickly become a drain on business revenues. The post 5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • Podcast: Customer Service & Staffing Pain Points – Part 1Podcast: Customer Service & Staffing Pain Points – Part 1
    Contact Center Cactus Chat - For the first episode Eric and Jake talk about the Pac Biz story and how the company came to be. Listen now. The post Podcast: Customer Service & Staffing Pain Points – Part 1 appeared first on Outsource with Pac Biz | Customer Support &… Read more »
  • Outsourcing Customer Service for an E-commerce StoreOutsourcing Customer Service for an E-commerce Store
    One of the most commonly outsourced services is customer service. Outsourcing customer service allows you to get customer service experts who can help take care of your customers for you. The post Outsourcing Customer Service for an E-commerce Store appeared first on Outsource with Pac Biz | Customer Support &… Read more »
  • 3 Best Practices to Acquiring Corporate Transportation Clients3 Best Practices to Acquiring Corporate Transportation Clients
    When it comes to providing Corporate Transportation, building and maintaining a relationship with potential clients is key to success. Corporate clients can catapult growth exponentially for a personal transportation company. The post 3 Best Practices to Acquiring Corporate Transportation Clients appeared first on Outsource with Pac Biz | Customer Support… Read more »
  • 5 Pro Tips for Outsourcing Taxi Calls to a Contact Center5 Pro Tips for Outsourcing Taxi Calls to a Contact Center
    For startups or small to medium size taxi companies, outsourcing taxi calls to a contact center might be alluring, especially when you consider the savings growth boost. We’ll cover a profile of Pac Biz as what makes a good taxi contact center and some pro tips that will help you… Read more »
  • Remote Patient Care through Live Call & Chat Support (Healthcare Customer Support Outsourcing)Remote Patient Care through Live Call & Chat Support (Healthcare Customer Support Outsourcing)
    No matter the service you are offering, you have a responsibility to provide the patients you work with an experience that keeps them coming back or happy to refer you to others. The customer service you offer can make all the difference. The post Remote Patient Care through Live Call… Read more »
WordPress RSS Feed by Theme Mason