How to Be Prepared for Missed Holiday Calls

Dog wearing Santa hat on the phoneThe holidays are quickly approaching, and you and your employees may already be mentally checking out. This is a hectic time of year, but don't let thoughts of loading up on pumpkin pie and enduring cousin Jimmy's political rants distract you from making sure any customers who call your business over the holidays don't fall through the cracks. Here are a few tips to help you prepare for and avoid missed calls over the holidays so you can enjoy your time off.

Reroute Your Calls

Nothing says holiday fun like sitting in miles of bumper-to-bumper traffic with Jimmy texting you every 15 minutes for an ETA. Thank goodness for navigation apps and back roads.

In the same way you don't love sitting in traffic, your callers don't enjoy being stuck in an IVR loop or listening to an endlessly ringing phone. If you have special holiday hours, set up time-of-day routing to automatically redirect calls that come in outside of those hours to another number or a voicemail. If you're going to be closed for several days, call forwarding can redirect all calls to another number, voicemail or prerecorded message.

Know How to Respond (When You Get Back)

We get it. It's Christmas day. You just got the fire lit. Jimmy is anxious to relive his Southwest Tech State glory days playing football in the backyard. Why would you want to be worried about work when you could be enjoying the time off? Having a call tracking software can help you rest easy while you're away.

If you want to wait until you're open for business again to respond to that ringing phone, be sure you use a call tracking software that allows you to easily managed missed and after-hours calls. The software should capture caller information, letting you know what number they called from and if they're an existing customer. That way, when you return, you can quickly manage the calls your company received while it was closed, even if callers didn't leave a voicemail.

Tackle Missed Opportunities

Employees might not feel as motivated during the holiday season, but you still want to make sure they stay on task and professional. If they miss or fumble a call like way-too-excited-to-tackle-family-members Jimmy misses a pass, take prompt action to make sure you don't lose those customers. How exactly do you do that? By having certified call evaluation professionals listen to your calls. They'll identify call handling errors and potential lost opportunities and let you know about them so you can follow up with the customer immediately and make the situation right.

We can't help you out with cousin Jimmy, but with these three tips, you'll lose fewer opportunities and set yourself up for a strong start to the new year.

Originally posted in December 2015; updated in December 2018.