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Many companies have to ramp up staff to handle holiday spikes in customer care temporarily. Along with this comes lack of experience, higher training costs, and stress on your permanent employees. There are solutions to this common problem. A guided approach to handling all of your most common and frequent issues, will not only reduce training time and cost but can actually lead to increased customer satisfaction.

Let’s say one of your customers calls in with a pretty basic question for a temporary agent this agent has no idea the answer so they begin poking around the knowledge base. They can’t find anything so then they ask their neighbor who may or may not know. Now you have a frustrated agent, neighbor and an unnecessarily long call. This can be exceedingly expensive.

Using the “guided process” the agent can select from a list of potential issues and be guided through to the answer with images and directions. Now, not only have you cut your call time, classroom time and the neighbor’s frustration you have given the customer on the end of the phone line an excellent customer experience. They will then tweet, facebook, blog and tell all of their friends. You have saved time, money and the potential loss of a customer. Holiday hiring should not be expensive at all with the quick orientation to the application, a desk, and a phone you will be headed towards the New Year in no time.