No matter what size your business or call centre you should have completed or be near completion of;
However there are other areas of cover that effect both internal and external customers that need to be 'ticked off the list' to ensure that your holiday closure is handled with a minimum of disruption.
IT (Information Technology) & communications
If Christmas is your business busy time (i.e. retail trading) then there would have probably been a black out (IT term for no change in software or new programmes implemented to go live) before or during the lead up to this time of year. Backups, disaster recovery and replacement hardware supplies would need to be arranged and checked.
If you have Management or key staff going overseas just make sure they have roaming facilities on their mobiles and that they know how to use it. Be prepared for them to return with the latest software or mobile widgets from overseas and want them to be installed in your operating environment.
Telephone System
Advise staff that are going on leave to clear out old voicemail messages and record a new message to advise callers of their absence, when they will return and who the caller can contact as an alternative (i.e. press 1 for customer service).
If the hours of cover will be shortened for inbound calls, ensure that there is an alternative point of contact (i.e. contract to an outsourced call centre to answer calls and offer basic service levels). Make sure that they are trained to an efficient level so that the customers do not get frustrated and that you get value for money for this outsourced solution!
It is Murphy's Law that the telephone system will have a hiccup through the holidays so make sure that you have coverage for escalated responses to unplanned outages and what the costs are. (It is likely that there will be a call out fee of no less than $150.00).
Staffing Coverage
If you are going to get by with skeleton staff, make sure that they are aware of their responsibilities and if they are taking on added responsibilities ensure they are fully trained, confident with the ability to make decisions in your absence and have the property and computer access that is required.
Inbound Mail and Courier Deliveries
Make sure that you advise your contracted courier or postal service of which days you require delivery or mail collection and let them know the hours they can access your business.
Delivery Schedules to your customers
Most importantly, ensure that you have sent several written communications to your customer base with regard to your business continuity, service centres and delivery time frames. Make sure that the sales team are advising of this and that the information is correct and consistent!
Product Availability
Ample stock of products ordered in from local or overseas suppliers to ensure continuous supply and demand. If you will have limited lines then make sure you have advised the customers well in advance and if your sales team are on the ball they would have had their key accounts advised and stocked up!
Know your customer's hours of business
Contact your customers and record in your CRM system (or good old excel spread sheet) of when these customers are closed and when they reopen. Remember to cancel or place on hold their deliveries of product and or outbound calls from your sales team so that you do not waste time or product.
Office products & supplies
Make sure that all department managers have adequate stocks of supplies. Such as pre-printed delivery dockets, photocopier toner, printer ribbons and general office supplies (toilet paper, coffee).
Security
Communicate with your Security contractor/Team to ensure that any additional or substitute staff are advised of and PIN /access cards are issued and copied so that there are no surprise wake up calls or call outs.
General Contractors
Cleaners and waste collectors also need to be advised of your hours and alternative days of collection or disposal arranged.
Front of House
If you have a receptionist/front of office representative it is surprising how many Christmas closures go by where this person is left in the dark of who is on site, available to take calls for service, escalations or to even cover them for a tea break! Please be courteous and provide them with a list of who is doing what and when - they will thank you for it.
Accounts Payable and Receivable
Credit controllers should have collected and cleared outstanding payments and if not ensured that payment plans are in place so that you don't come back to a New Year of cash flow issues. Payment of suppliers is also key to ensuring the New Year brings no nasty surprises of stop credit for your business.
Last but not least....Cancel the milk and the paper deliveries!