Dual Consumer Care for Seasonal & Year Round Needs
Butterball has a successful yearlong business selling whole turkeys, turkey products such as prepackaged cuts, turkey bacon, deli meats and many other types of food. The company really increases their volume of business during the winter season as consumers flock to stores to purchase turkeys for Thanksgiving, Christmas and other special occasions.
Because Butterball has both year-round and seasonal business needs, it operates two separate contact centers. The year-round center, managed by a third party, has a monthly contact volume averaging 3,200 and a staff of four between February and September. That number grows significantly during October to January, exceeding 30,000 calls per month. Butterball expands this team with an additional 30+ seasonal hires to help deal with the significantly higher contact volume.
The second, and more well-known, contact center associated with the company is the Butterball Turkey Talk-Line®. The Turkey Talk-Line® operates seasonally and offers information about both preparing Butterball turkeys and general advice on cooking and holiday meal preparation. This contact center helps millions of cooks during the November-December time period each year by phone, email, chat, and social.