Outsourced customer care is key to satisfaction during seasonal peaks, says OpenContact
After a promising rise in bookings for the leisure and hospitality industries over Easter, busy businesses are increasingly seeking new ways to manage resources and adapt to seasonal peaks.
According to leading inbound call centre OpenContact, outsourcing customer service is key for venues that face challenges when managing resources to consistently meet customers’ expectations through seasonal fluctuations.
With onboarding temporary staff not a viable option for many businesses, OpenContact say outsourcing is becoming a favoured solution to maintain customer satisfaction during higher volume customer contact seasons.
“We’re delighted to see steady year-on-year growth in the leisure and hospitality sectors over the holiday periods – but increased traffic will naturally increase the volume of customer contact and support queries that occur. As an experienced contact centre, our bespoke customer support services can help businesses manage increased demand – and keep customers happy - with overflow call handling during these seasonals variances” states Fiona Brown, CEO at OpenContact.
As reported by hospitality technology partner Zonal, venues have seen a significant rise in reservations across the nation compared to previous years, particularly during peak trade times like the Easter holidays.
Despite an in-house customer service team being the norm for many organisations, most businesses – particularly those that face fluctuations in seasonality - can benefit from outsourcing as an alternative.
As stated by OpenContact, outsourcing customer support can help companies cut back on costs, meet high customer service expectations and assist with company developments and expansions – all during businesses’ busiest periods.
“We’ve worked with a number of clients - including the esteemed Sky Garden in London and the outdoor adventure-activity venue Go Ape - to help them successfully manage shifting volumes of inbound calls and bookings during peak seasons. Working closely alongside these companies with our customer support services has enabled them to provide a year-round consistent service while maintaining a high-level of customer satisfaction” adds Fiona.
Established in 2000, OpenContact are a strategic partner in outsourced customer contact management, delivering a range of multi-channel customer support services for businesses. Their overflow call handling service in particular is offered to support internal teams through seasonal variations.
“We look forward to creating more partnerships with UK businesses to ensure they don’t miss the mark with their customer support during fluctuating seasonal trends. With our outsourced services, leisure and hospitality venues can ensure they make the most of busy yet profitable peak seasons” concludes Fiona.
More information about OpenContact can be found at https://www.opencontact.co.uk/
by Fiona Brown on 1st May 2024