It’s often said that everyone has an opinion. In the same way, most of us feel like every contact centre has a seasonal peak (or more than just one). Most often the peak comes in the run-up to Christmas, with a secondary surge in the New Year. But – even for consumer retail – is the contact centre Christmas peak no longer quite the scary summit it once was?
Just last week, the CCP team heard from an outsourced contact centre partner with deep capabilities in the retail and delivery sectors. It was having its traditionally busy pre-Christmas peak season – but only because it had gained a new client. Otherwise, 2024 contact volumes are notably down on previous years.
So, have we passed peak peak?
(Here I should say a big ‘thank you’ to Rochelle Weinstock and Nev Doughty for the fascinating chat I had with them the other week about a whole series of CX topics and challenges, including the Christmas Peak, which inspired this post).
Types of peaks
Broadly, there are two types of customer contact demand peaks:
- Structural Peaks
These might be the result of predictable external factors, like Christmas. Or internal factors that tend to drive customers to make contact, such as billing or renewal cycles, pricing increases and so on
2. Spontaneous Peaks
These are, by definition, not predictable and can’t accurately be planned for with any degree of confidence. For an ecommerce or insurance firm this could be the impact of bad weather, or for just about any type of organisation, a failure of customer-facing technology and systems will trigger contact. Other events that can drive a surge in contacts are less the acts of God (or the technology gremlins), but more personally identifiable.
A colleague recently told me that lots of financial services and utility firms’ contact centre planning managers live in dread of an unhelpful mention or piece of consumer advice from Martin Lewis on breakfast TV!
Closer to home, we are all familiar with the confusing marketing email campaign, changed app or IVR menu options or a competitor’s service failure – all of which encourage customers to make contact, service levels to plummet and customer experience to degrade.
And that’s the important thing. As we all know, peak demand is notoriously hard to manage operationally
- Short-term extra staffing is difficult to resource and – especially with growing customer management complexity – quality in the short-term will rarely match that of existing staff
- Asking existing staff to repeatedly work overtime can sap enthusiasm and goodwill
- Degraded service levels can lead to repeated contacts across multiple channels, as well as post-contact process backlogs
But the longest-term impact is on your customers, who will remember their personal experience of failure demand, lengthy wait times and delayed resolutions long after the end of the peak season.
Can you defeat the peak?
As already mentioned, the traditional Christmas peak seems to be diminishing for a variety of reasons including:
- Online retailers are increasingly managing to automate or self-serve most simple query types
- For many consumers the cost of living crisis not only continues, but is worsening – with the Office for National Statistics (ONS) reporting a 0.7% fall in retail sales in October and an increase in the energy Price Cap due in January. Which means that for lots of customers Christmas is a reduced affair
- The institutionalising of Black Friday (or, more accurately, a ‘Black Friday period) serves to smooth the retail impact of Christmas
People working flat-out in retail–focused contact centres right now may smile ruefully reading that, because for them the Christmas peak is still a big deal, but it’s definitely typically less than it used to be.
So, what about other ‘structural’ peaks? We’re all a bit weary of reading about what AI might do for us, but the advent of affordable, scale data analytics and manipulation tools can make a real difference. If an organisation suffers under the long-term impact of initial ‘lumpy’ customer acquisition, annual price changes or contract renewal cycles, then proactive efforts can be made to test and flex communications and offers to best serve both retention and ‘contact smoothing’.
Spontaneous peaks sound like, by definition, they can’t be combatted. Well, up to a point, but a lot of unintended consequences can be better understood. And if colleagues and business partners understand the cost and customer experience impact of their actions then that can be a game-changer. If colleagues regard the contact centre function as fixed cost of doing business, then they will have little incentive to help influence its demand.
Although it’s often easier said than done, ensuring the contact centre has representation and a voice in planning decisions helps guard against ill-timed, confusing or unsettling communications, offers and changes in proposition. In many organisations, the contact centre is closest to the customer base and so best placed to anticipate unintended impacts and customer responses.
Can tech help?
Of course, if you can’t avoid a planned or unanticipated surge in contacts, technology can help you cope. Appropriately deployed technology will help reduce handling time, allow for more self-service and make your frontline advisors’ lives easier – at any time of the year.
But tools to specifically help you manage peak volumes include:
- Queue-buster tools, which allow queuing callers to request a call-back instead
- Visual IVR, which can help steer customers from live calls to a digital self-service option, if appropriate
- Rapid analysis of contacts received to update online guidance, FAQs and your chatbot
And, of course, outsourced contact centre resource can be invaluable in helping you handle an immovable peak.
Your peak experience
What’s your peak experience? Have you found that the traditional Christmas peak is diminishing – or is it just moving to different times?
Would you like to discuss the tools and techniques that are available to both reduce peak surges and better equip you to handle them? Then get in touch, we’d love to chat.
