The expression ‘bloody marketing’ is often heard when unexpected call volumes start flooding into the call centre.
We’d hate to blame the marketing department, but …
“Oh yeah, we sent out a Direct Mail piece to our entire customer database just to let them know about a product update. We really didn’t think it would have any impact on call volumes .
Of course, in any well-oiled business, the Marketing team would have been working with the contact centre to finalise the communication and ensure that the distribution of any marketing content is planned well in advance to ensure the appropriate staffing levels have been rostered.
Not sure how many staff you need to handle extra volumes?