The New Zealand summer holiday period presents a unique challenge for contact centres. From mid-December to late January, the country largely shuts down — and then, seemingly all at once, everyone returns. Bills have accumulated. Services have lapsed. Questions have been delayed.
The post-holiday contact surge is predictable, but that doesn’t make it easy to manage. Here’s how Telnet approaches the transition.
Forecasting the Surge
The first step is accurate forecasting. Contact volume in the first two weeks of February is typically 20–40% higher than December averages, depending on the sector. Utilities see spikes as customers return to occupied properties. Financial services see surges as people review their holiday spending.
Telnet’s historical data enables precise forecasting of these surges, informing staffing decisions made weeks in advance. The agents who were rostered reduced hours over the holiday period are brought back on full capacity, and in some cases additional temporary staff are contracted.
Technology as a Buffer
IVR and self-service capabilities absorb a significant proportion of the surge. Many of the post-holiday contacts are routine — payment queries, account updates, simple information requests. Ensuring self-service options are fully functional and prominently promoted before the peak reduces the load on human agents for the interactions that genuinely require personal attention.
The Human Element
Even with the best forecasting and technology, the post-holiday return requires engaged, capable agents. Telnet’s commitment to staff wellbeing means agents return from their own breaks refreshed and ready — not burnt out from a holiday period that was just as demanding as the rest of the year.
The return from holidays is a moment of truth for contact centres. The organisations that manage it well reinforce their clients’ confidence. Those that struggle provide ammunition for the conversation about alternatives.
