Metrics in the Mix at Figi’s

As it is for many catalogers, the December holiday season is a booming time at Figi’s, the Marshfield, WI-based gift-giving speciality food mailer. Call volume builds from 60 calls per day during the non-peak season, to a whopping 60,000 calls per day during the holiday rush.

To handle the volume, Catherine Paul, call center manager, expands the year-round staff of 100 associates to 1,200 in two call centers. Following are some of the ways the customer service staff is ramped up to handle the peak.