How to Increase CSAT Scores During the Holidays

Don’t Let Holiday Chaos Steal Your CSAT and NPS Cheer 

The holiday season is a time for joy, sales, and… stress. As “All I Want for Christmas Is You” floods the airwaves, contact center leaders brace themselves for the inevitable surge in calls, returns, and high customer expectations. The pressure to increase CSAT scores during the holidays can feel like an impossible mission—especially when NPS goals are dangling like ornaments on the line. 

But don’t let the chaos dampen your holiday spirit. With the right strategies and contact center solutions, you can hit your CSAT goals, boost NPS, and increase ROI. 

Deck the Calls: The Traditional Holiday Challenges 

Brick-and-mortar contact centers face the same challenges year after year: 

• Seasonal Talent Shortages: The best agents are hired by mid-October, leaving you scrambling. 

• Training Time Crunch: Onboarding seasonal help takes weeks—and you don’t have that luxury. 

• High Attrition Rates: Up to 40% of new hires won’t survive the season. 

The result? Frustrated customers, slipping CSAT scores, and a missed opportunity to hit NPS goals. It’s enough to make any VP of operations say, “I need an egg nog – the kind with extra cheer and even more bourbon!” 

Unwrap the Gift of CSAT Wins with Flexible Holiday Contact Center Solutions 

Don’t get caught playing catch-up this holiday season. Embrace flexible holiday contact center solutions with remote customer service agents and unwrap a sleigh-full of benefits: 

More Experience, Less Stress 

Remote agents are, on average, 15 years older and boast three times more experience than traditional seasonal hires. They’ve handled high-volume calls, tricky customer issues, and everything in between. That kind of experience means smoother interactions, happier customers, and fewer escalations—just the holiday magic your contact center needs. 

On-Demand Availability 

When call volumes spike faster than holiday sales, remote customer service agents can step in without skipping a beat. They’re available for short shifts, sudden surges, and peak hours, ensuring your customers aren’t left waiting. With this kind of flexibility, your CSAT scores stay merry, bright, and right where they should be. 

Motivated Professionals 

These agents aren’t here for a quick seasonal gig—they’re dedicated, career-focused professionals. They thrive on delivering excellent service and take pride in making each customer interaction count. Unlike temporary hires, remote customer service agents are invested in your brand’s success, helping you achieve not just your CSAT goals, but your NPS targets too. 

By tapping into a pool of skilled, motivated remote agents, you can ensure your contact center is ready to handle the holiday rush and deliver a customer experience that sparkles all season long. 

Fa-La-La-Faster Training Without Sacrificing Quality 

Training seasonal agents can feel like trying to untangle a string of holiday lights—frustrating, time-consuming, and prone to burnout. But with virtual contact center solutions, training becomes efficient, effective, and even a little joyful: 

Self-Paced Learning 

Agents train at their own speed, on their own schedule. This flexibility means they absorb information more thoroughly, without the rush and pressure of traditional classroom settings. 

Cost-Effective Development 

No need to pay for classroom space, on-site trainers, or travel costs. Virtual training reduces overhead while maintaining quality, so you can focus on delivering stellar customer experiences. 

Tailored Training Programs 

Tailored training programs ensure agents are equipped with the specific skills your contact center needs. Whether it’s handling returns, managing holiday complaints, or upselling with finesse, virtual agents are ready to deliver top-notch service from day one. 

This streamlined approach keeps your CSAT scores on track, while ensuring your NPS goals remain steady and reliable—even during the busiest holiday rush. 

Don’t Let Talent Shortages Be the Grinch 

Local talent pools for seasonal customer support dry up faster than holiday inventory. By mid-October, many of the best seasonal agents are gone, leaving you with last-minute hires who struggle to meet your standards. Instead of fighting for scraps, it’s time to think outside the brick-and-mortar box and go virtual: 

Nationwide Talent 

With virtual agents, you can tap into a nationwide pool of skilled, experienced professionals. No more settling for limited local options—expand your reach and find agents who are ready to handle the holiday rush with confidence. 

Lower Attrition 

Virtual agents thrive on the flexibility and professional development opportunities that remote work provides. This leads to higher retention rates and fewer disruptions during peak times. Say goodbye to the revolving door of seasonal hires and hello to consistent, quality service. 

Higher CSAT and NPS Scores 

Experienced agents know how to deliver exceptional seasonal customer support. Their skills and professionalism translate directly into better customer experiences, keeping your CSAT and NPS scores high—even when call volumes surge. 

This holiday season, don’t let talent shortages ruin your cheer—go virtual and sleigh your customer support goals. 

Give Your Contact Center the Gift of Year-Round CSAT Joy with Liveops 

Holiday success isn’t just about surviving the season—it’s about thriving. With Liveops’ flexible contact center solutions, you can boost your CSAT scores during the holidays and beyond. Here’s how we help make it happen: 

Happy Customers 

Liveops agents consistently deliver high CSAT scores, even during the busiest weeks. Our experienced professionals know how to handle holiday rushes with empathy, efficiency, and expertise, ensuring your customers stay satisfied and loyal.  

In fact, for a global leader in athletic apparel, we helped achieve a 23% increase in CSAT and scaled the number of agents by 300%+ to handle fluctuating demand. 

Loyal Advocates 

Meeting your NPS goals doesn’t have to be a holiday miracle. Our network of agents is dedicated to creating positive customer interactions that turn one-time shoppers into brand advocates who sparkle brighter than holiday lights. 

Happy Teams 

Less stress, better performance, and fewer headaches for your operations team. With Liveops’ flexible, on-demand staffing model, you can say goodbye to the chaos of seasonal hiring and hello to streamlined, efficient operations. 

Liveops has helped clients increase CSAT scores year-round by providing access to skilled agents who are ready to handle fluctuating demand with confidence and care. This season, don’t just wish for better CSAT scores—make them a reality with Liveops. After all, what better gift is there for your contact center than satisfied customers, motivated agents, and stress-free operations? 

FAQ: Sleigh Your Way to CSAT Success 

What is a CSAT score? 

A CSAT score (Customer Satisfaction Score) measures how satisfied customers are with a specific interaction or service. Customers typically rate their satisfaction on a scale (e.g., 1–5), with higher scores indicating greater satisfaction. 

What is a good CSAT score? 

A good CSAT score typically falls between 75% and 85%, meaning that 75–85% of your customers rate their experience as satisfactory or better. The ideal score can vary by industry, but higher scores generally indicate better customer service. 

Can you explain how to calculate a CSAT score? 

To calculate a CSAT score, divide the number of positive responses (e.g., 4 or 5 on a 5-point scale) by the total number of responses, then multiply by 100. The formula is: 

CSAT Score (%) = (Number of Positive Responses / Total Responses) × 100 

How do you improve CSAT scores in a call center? 

• Hire Experienced Agents: Skilled agents handle calls more effectively. 

• Provide Flexible Staffing: Use virtual agents to manage call spikes. 

• Train Effectively: Offer tailored, self-paced training for agents. 

• Monitor and Adjust: Regularly review feedback and adjust strategies accordingly.