Callstream asks call centres ‘What’s Your Christmas Message?”

Even though Christmas is just around the corner, many companies will fail to keep customers informed of the changes in opening times in their call centres.

With Bank Holiday closures, changes in shift patterns and staff holidays, the operational flow of the call centre will change, if only for a relatively short time period.

Therefore it is very important that call centres keep their customers informed of Christmas and New Year opening times and more importantly, closing times. However, many companies still forget to update their IVR messaging. After Christmas shopping, parties and festive fun, re-recording specific voice messages is probably last on the list of things to do. If they do, these temporary messages aren’t normally professionally recorded and may not match other parts of a customer’s journey.

Callstream are therefore asking call centres to think about their companies’ Christmas Message. If you are a small call centre who closes from Christmas Eve until the New Year, you need to let your customer base know. Keeping your customers informed is the core of good customer service.

Martin Verity, Associate Director of Callstream says, “if your inbound calls are handled with network IVR, you can set your opening and closing hours and associated messages for the entire year and for individual departments.”

This means customers are automatically getting the best experience possible, no one ever forgets to change settings, and messages can be pre-recorded to match. With a network-based telephony solution you can also re-point calls if need be.

Callstream’s message to call centres this year is … Have Yourself An Automated Christmas !!