The Holiday Calendar and Routing functionality can benefit phone teams in multiple ways:
Set it up once every year
Call center administrators do not have to worry about handling calls during a planned holiday. Phone calls that come in during this time will be considered similar to phone calls received after working hours (unless the admin has opted for the “Holiday Routing” feature). This addition of holidays is usually a one-time task every calendar year since most local and national holidays are known beforehand. Admins can add the same list in their Freshdesk Contact Center account and forget about it for the year.
Communicate your holidays clearly
Phone team admins can relax knowing that all the mandatory holidays can be configured in Freshdesk Contact Center. This also helps them play relevant greetings and voicemail prompts on holidays to ensure that customers know the unavailability of certain teams of a particular organization. With Holiday Routing, you can create special messages to be played for every type of holiday and make them both relevant and personal to your callers. Tip: Remember to make it absolutely clear to your customers on the quality of service they can expect from your team during holidays.
Analyze your holiday traffic
Call center supervisors don’t have it easy in terms of understanding and appropriately staffing the phone support team to handle all the calls while ensuring no agent burns out during the holiday season. It is an unenviable task and the best way to understand your call volumes would be to check out the call metrics page in your Freshdesk Contact Center account and filter out the non-working hour calls.