Our help desk has been hit hard by calls this week as our clients prepare for Easter – many suppliers alter product delivery arrangements over Easter and our clients need to cope with this. Much call traffic has come about because some suppliers did not give us a heads up on changes they were making – leaving us scrambling to sort out the right advice. I emailed our clients with this apology today:
It’s been a crazy week on the help desk. Call traffic is up more than 100% over the last three days. This is due to Easter related questions, several suppliers making unexpected offers which we needed to provide advice on and questions from users installing Retailer 2 – many questions have related to virus software settings where we have not provided the software. This massive increase in call traffic led to it taking a few hours for us to clear the backlog each day. As of this morning we are in good shape but who knows what the day will bring. We have reallocated people to better cope with a huge day if traffic is double again. Please accept our apology if we took longer than usual to get to your call.
To cope with a 125% increase in call traffic we have pulled people off other work and while the wait time got out of control for a day, we’re ending the week in good shape. We have two additional help desk resources joining us as a result of recent new positions created – they are going through final training this week.