Challenges and opportunities in telemarketing during the Christmas season

The Christmas season brings a number of opportunities for businesses to increase their sales and thus their profits. The important thing is to know which ones are really worth it and how to take advantage of them. One practical service can help in many areas – telemarketing. What advantages does it have and why should you think about it this Christmas?

Increased interest in products and services

People shop much more during the Christmas holidays than on other days. Some are looking for presents, others are short of decorations or equipment for baking and cooking their favourite dishes. Increased demand is thus a great opportunity to sell different products or services without significantly reducing prices.

However, you need to have a quality service in order to attract attention. For this sphere of sales is ideal telesales. In practice, it works by the operator calling potential customers to offer your product range. They can do this in two ways:

• Cross sell – the operator provides the customer with multiple products that may or may not be related to their primary purchase.
• Up sell – the customer is provided with a higher range of a given product or service, or additional products or services that enhance the selected range.

Through telesales, the operator promotes sales while increasing your loyal customer base. By communicating directly with them and taking an interest in them, it gives them a sense of uniqueness that is more of a rarity than something common in online shopping. This makes it very easy to differentiate yourself from your competitors and get ahead of the game.

Telesales is a popular solution today, mainly because of its success rate. It reaches 10% during the year and is twice as high on holidays. To give you a better idea, the success rate of email marketing is approximately 0.5%.

Customer retention

A big challenge that comes especially with the Christmas holidays is customer retention. This is literally impossible with the various interesting offers from competitors. If you are losing clients and don’t know what to do, think about retention.

Retention is one of the services of telemarketing. Its main task is to retain customers and persuade them not to go to the competition. But besides that, you can also use it on former clients who have stopped buying from you.

Retention takes three forms:

• Proactive – prevents the customer who is thinking about leaving from leaving you.
• Reactive – it is intended for situations when the client has already terminated the contract or has not purchased for a long time.
• Win back – this is the last stage, which is used at the time when the client has gone to a competitor.

Increased need for customer service

With increased interest in products comes an increased need for of quality service. Customers have questions not only about the product range, but also about shipping, payment, warranty options and so on. In doing so, it is usually the case that if their problem is not solved in a short period of time, they switch to the competition.

Customer service is important all year round. But during the Christmas holidays, the demands on it are several times higher. A few weeks before Christmas Eve, it is therefore advisable to reinforce your line with new staff. Even a chatbot that will be online 24/7 is a great option.

A simple solution for everyone

Dealing with customer service or telemarketing can seem challenging. But the truth is that a call centre can make the whole process easier. It will provide you with the amount of expert staff you need for one monthly fee, helping you avoid a chaotic and stress-filled Christmas.