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|Already Looking Forward to the Holidays

Already Looking Forward to the Holidays

The Christmas countdown has officially begun and retailers couldn’t be more thrilled. The holiday rush accounts for both a crucial amount of their annual revenue and also marks a pivotal moment in developing customer loyalty. Faced with rising customer expectations and a spike in sales, brands have to be ready. Sitel Group works alongside their clients to meet this seasonal challenge.

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by Sitel staff November 5, 2017 - 2 MIN READ

The Christmas countdown has officially begun and retailers couldn’t be more thrilled. The holiday rush accounts for both a crucial amount of their annual revenue and also marks a pivotal moment in developing customer loyalty. Faced with rising customer expectations and a spike in sales, brands have to be ready. Sitel Group works alongside their clients to meet this seasonal challenge.

Starting in early October, Sitel’s teams plan ahead with brands by offering a specifically tailored number of extra advisors capable of handling the upswing of calls and interactions throughout this period. The stakes are high, and brands guaranteeing flawless customer service that cuts through the holiday madness will bring the kind of charm and satisfaction that win customers over even once the season is past.

A renowned European cosmetics company knows this only too well, as it registers 50 percent of its overall sales during the holiday season through attractive deals, promotions and the launch of an exclusive range of products (perfume and/or makeup gift sets).

The number of sales explodes both in-store and online on the brand’s website – which means they must adapt customer service accordingly. Sitel Group brings consulting expertise and helps design a strategic action plan to meet these yearly demands.

“We have an average of 20 advisors handling our client’s customer service year-round, working at our Wasquehal site in the North of France,” explains Kim Neyret, General Manager, Acticall Sitel Group France. “However, during the holiday season, we provide a team of 80 people and ramp up our support within a very short time frame. We are fully operational with this new setup the week of Black Friday (this year, the week of November 20).”

Setting up operations: short-term but spot on

In order to completely satisfy its clients, Sitel Group relies on a “back-up” site for which it recruits 35 customer advisors. To swiftly address these holiday peaks in volume, the Group trains their seasonal hires to deal with first-level interactions related to order tracking, shipment and all incoming queries. In only three and a half days, they’re operational and ready to handle the most frequently asked questions during the period.

The teams at the Wasquehal site also benefit from an additional 8-day training covering the whole spectrum – thus building a core team capable of answering any type of request (both from customers and from stores) across all channels (phone, email, Facebook, etc.).

This scaled-up activity remains operational for four weeks, ending on the evening of December 24. The following day, the volume of calls and interactions drops dramatically and soon returns to its usual level. The backup site no longer assists in attending to customer calls, and by early January, the Wasquehal site shifts back to its natural cruising speed, with around 20 advisors.

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