Contact Center Outsourcing During Peak Sales Season: Why It’s Worth It
During peak sales periods, businesses face the challenge of a sudden surge in customer service demand, which can strain internal resources.
Managing this increased customer inquiries influx can be difficult, especially when in-house teams are already operating at full capacity. In such situations, outsourcing becomes a strategic solution. Partnering with an outsourcing firm allows for flexible scaling of customer service operations, enabling businesses to meet customer expectations without compromising service quality.
In this article, we discuss the key reasons why outsourcing contact center services is invaluable during peak sales seasons, illustrated by a case study of one of our projects.
Reason 1: Scalability
One of the greatest advantages of outsourcing contact center services during peak sales seasons is the ability to quickly and efficiently scale operations. This scalability ensures that businesses can meet increased customer demand without sacrificing service quality.
Quick Team Scaling
During peak sales periods (e.g., Black Friday), the volume of customer inquiries and needs can rise sharply, presenting a challenge for existing customer service teams. Outsourcing firms have the infrastructure and resources to rapidly increase the number of agentss, enabling businesses to manage the increased volume of customer interactions smoothly.
With this quick scaling capability, customer inquiries are handled promptly, preventing long wait times and maintaining high levels of customer satisfaction.
Flexibility in Scaling
Outsourcing also offers flexibility in adjusting the size of customer service teams to actual demand. Unlike maintaining a large in-house team year-round—which can be costly and inefficient—outsourcing allows companies to dynamically adjust resources.
This approach avoids excessive costs during low-demand periods while ensuring adequate resources during peak times. Outsourcing enables businesses to maintain a flexible customer service operation that adapts to seasonal fluctuations without generating unnecessary expenses.
Case Study: Scaling a Contact Center Team for a Retail and E-commerce Network
During the peak sales period from September to December, with the highest peak in December, a client faced a significant increase in customer service demand.
In 2023, VCC demonstrated its ability to effectively scale operations, reducing the team to 19 agents during low-demand periods and quickly expanding the team to 122 agents in December to meet the increased demand. This staff increase was crucial for handling the influx of customer inquiries and needs.
Reorganizing and Increasing Team Efficiency
With the expansion of the project team, a comprehensive reorganization of working hours, shifts, and procedures was necessary to effectively manage the increased workload. The number of hours worked increased significantly, from a low of 1,829 hours in May to a peak of 11,314 hours in December.
Contact center companies are well-prepared to manage such reorganization, ensuring that the right resources are available at the right time and that procedural adjustments are implemented smoothly. This operational flexibility is crucial during peak sales periods, where every hour is critical to maintaining service levels and customer satisfaction.
Handling Two Communication Channels
The team was carefully prepared to handle the increased number of customer inquiries, ensuring smooth and efficient support during the season. With proper training and a flexible approach to resource management, the VCC team was ready to meet the challenges associated with the intense influx of contacts.
- Email volume: the number of emails processed in December increased significantly, reaching 39,460 messages, a 352% increase compared to July, when 8,727 emails were handled.
- Chat volume: in April, the contact center recorded the lowest number of chat interactions, with just 289 conversations for the entire month. However, by December, this number had risen sharply to 6,356 chats, a 2,099% increase compared to April—an important shift towards real-time communication as the peak season approached.
- Incoming call volume: the total number of incoming calls also peaked in December, reaching 102,453 calls, a 324% increase compared to May, which had the lowest volume at 24,165 calls.
Reason 2: Advanced Technological Support and Infrastructure
Another key reason to choose contact center outsourcing during peak sales seasons is access to advanced technological support and infrastructure. This not only increases the efficiency and effectiveness of customer service but also ensures smooth operations even during the most demanding periods.
Access to the Latest Technologies
Outsourcing companies typically invest significant resources in the latest customer service technologies, offering businesses access to tools that might be too costly to implement independently.
These include chatbots and robots (RPA) integrated with most popular CRMs, which allow for the automation of repetitive tasks, as well as analytical tools that provide full insight into customer history and real-time decision support.
With these technologies, businesses can increase service efficiency, reduce response times, and improve overall customer satisfaction during peak periods.
Seamless Integration
One of the key advantages of outsourcing is the ability of these companies to seamlessly integrate their advanced technologies with the company’s existing systems. This integration ensures continuity of service even in the face of growing demand.
Whether it’s synchronizing with the company’s CRM, adapting to existing communication channels, or streamlining data flows, outsourcing providers ensure that all systems work harmoniously.
This seamless integration is especially important during peak traffic periods, where it ensures operational continuity and consistent customer experience across all touchpoints.
Reason 3: Access to CX Experts
One of the main benefits of outsourcing contact center services is access to talent and specialists. This advantage plays a key role in managing increased customer interactions, ensuring that every communication channel is handled with precision and care.
Leveraging Industry Expertise
Outsourcing companies often employ customer service specialists with industry or product knowledge. This allows them to provide a higher level of service, especially during peak periods when customer inquiries can be more complex and varied.
For example, a contact center supporting a tech retailer will have agents who are not only trained in general customer service skills but also have in-depth knowledge of the products they support. Such specialized industry knowledge ensures that customers receive quick and accurate answers, which enhances their satisfaction and builds loyalty to the brand during key sales periods.
Continuous Training and Development
In addition to hiring specialized talent, outsourcing companies also invest in continuous training and development programs. These programs are designed to keep staff up to date with the latest industry trends, customer service best practices, and technological advancements.
During peak seasons, when demand for customer service is at its highest, such continuous training is invaluable. Agents are better prepared to handle a wide range of inquiries and effectively resolve issues.
Reason 4: Cost Efficiency and Risk Mitigation
One of the most compelling reasons to use outsourcing services in the contact center area during peak sales seasons is cost efficiency and risk mitigation. By strategically partnering with an outsourcing service provider, companies can manage their resources more efficiently while minimizing potential risks associated with sudden demand increases.
Variable Cost Model
Outsourcing allows companies to shift from a fixed cost model to a variable cost model, which is particularly beneficial during peak sales seasons. Instead of bearing the costs of maintaining a full-time customer service team year-round, companies can pay only for the services they actually need during periods of increased demand. This flexibility can lead to significant savings.
For example, a financial analysis comparing the total cost of ownership (TCO) between maintaining an in-house customer service team and outsourcing during peak seasons typically shows significant cost reductions.
With outsourcing, companies avoid the costs associated with recruiting, training, and maintaining a large, permanent team. Instead, they can allocate these resources more efficiently, investing in other business areas that directly contribute to growth and profitability.
Reason 5: Risk Management
Outsourcing also plays a key role in minimizing the risks associated with sudden increases in customer service demand. During peak periods, the risk of service disruptions or customer dissatisfaction increases, especially when the in-house team is overwhelmed. Outsourcing service providers, with their experience and scalable resources, are well-prepared to manage these risks.
Risk assessments often show a clear reduction in service disruptions and associated costs when companies utilize an external customer service team during peak seasons.
Outsourcing companies have established procedures and contingency plans that allow them to effectively manage unexpected demand spikes, ensuring uninterrupted customer service. This level of readiness helps maintain customer satisfaction and brand reputation, even when demand reaches its highest levels.
By converting fixed costs into variable costs and leveraging the expertise of risk management professionals, companies can achieve a more cost-effective and resilient customer service operation during peak seasons. This approach not only optimizes resource allocation but also provides peace of mind, knowing that the company is well-prepared for any challenges the peak season may bring.
Data Security and GDPR Compliance
Outsourcing companies, aware of the importance of data protection, place great emphasis on ensuring the security of information processing and compliance with data protection regulations such as GDPR (General Data Protection Regulation). Every outsourcing contract includes clauses that guarantee data processing in accordance with applicable legal requirements and security standards.
These companies implement advanced security measures such as data encryption, security audits, and strict access control procedures to ensure that customer data is properly protected from unauthorized access or breaches. Regular staff training and security system updates are integral parts of outsourcing companies’ policies, allowing them to continuously adapt to changing threats and legal requirements.
Partnering with an outsourcing service provider that prioritizes GDPR compliance and data security gives companies confidence that their operations are conducted responsibly and in line with industry best practices.
Conclusion
In conclusion, outsourcing contact center services during peak sales periods is a strategic solution that offers tangible operational and financial benefits.
First and foremost, it enables companies to flexibly scale customer service teams, allowing for quick adaptation to changing demand without the risk of overburdening internal resources.
Additionally, the variable cost model and access to advanced technology and specialized knowledge allow for efficient cost management and risk minimization in customer service.
Outsourcing not only ensures continuity of high-quality service but also enables companies to focus on key aspects of their business that directly impact growth and development. In the face of increasing market competition, outsourcing can be a key element of a strategy that provides a company with an edge and the ability to meet the challenges of intense sales seasons.
Author: Krzysztof Banaś, Operations & Client Director, OEX VCC.