Peak season playbook 2025: What you can learn from Axendi experts

Understanding the nature of peaks

Whether predictable or sudden, each type of peak tests a different dimension of readiness — from forecasting accuracy to staffing agility. 

Types of peaks

Managing surges in customer inquiries is a key challenge for contact centers, especially during seasonal peaks like Black Friday and December season in e-commerce and telecommunications. Unexpected additional contacts from technical and operational issues or external factors, and periodic peaks tied to marketing campaigns, also increase interaction volumes. This variability demands flexible staffing, effective recruitment and management, responsible planning and operational strategies.  

Ewa Czarnecka, CEO, Axendi 

Limited resources

During peak sales periods, businesses face the challenge of a sudden surge in customer service demand, straining internal resources. Effectively managing this increase can be difficult, especially when in-house teams are at full capacity, while ensuring customer expectations are met without compromising service quality.

Krzysztof Banaś, Operations and Client Director, Axendi

Demand for rapid team scaling

Short-term, dynamic scaling challenges arise several times a year, most commonly in the fourth quarter, when customer interactions— and the teams needed to manage them—can increase significantly. During this period, we not only support our regular clients but also assist companies that usually manage customer service in-house.

Ewa Depta, CSO, Axendi

Talent sourcing

Peaks in a contact center present significant recruitment challenges. The need to hire many agents in a short time requires adapting recruitment processes and a rapid response from recruiters. Additionally, finding candidates who are flexible enough for seasonal work and willing to work various shifts, including weekends and holidays, is a major task.

Paulina Zając, HR Director, Axendi

Solutions

There are different aspects of managing overwhelming periods, from introducing recruitment and operational procedures and/or working with an external outsourcing partner.

Analyzing historical data & trends

A solid foundation for peak season preparation starts with analyzing historical data. Reviewing past trends helps companies identify periods of high customer activity. Monitoring purchasing patterns, promotion responses, and social media behavior is crucial. Predictive analytics further enhances the ability to anticipate future demand spikes.

Krzysztof Banaś, Operations and Client Director, Axendi

Handing regular seasonal peaks

Managing recurring peaks involves careful planning. This includes recruiting and training in advance, limiting seasonal leave through year-round absence planning, back-up teams and offering overtime to current staff to meet increased demand. Advanced workforce management and dedicated teams ensure efficient operations, while automation tools like voicebots, chatbots, and GenAI handle repetitive tasks across all channels.  

Ewa Czarnecka, CEO, Axendi 

Optimizing staff management

A common solution is hiring additional seasonal staff on flexible contracts, enabling companies to adapt quickly to increased customer service demand. A well-prepared team is key to efficient service, so investing in training that enables employees to handle multiple roles is essential. Cross-training employees to handle multiple channels and skills ensures flexible resource management.

Krzysztof Banaś, Operations and Client Director, Axendi

Introducing smart recruitment strategies

Effective planning and data analysis help us strategically recruit, reallocate staff, and tap into our internal agent database. At Axendi, we start recruitment months before peak periods, enhancing employer branding through partnerships with schools, city offices, and NGOs. We also promote referral programs like Member-Get-Member, often increasing rewards for employee referrals.

Paulina Zając, HR Director, Axendi

Utilizing external contact center services

An external contact center can be an excellent support to handle a 2–3-month peak period. On a daily basis, we operate with great flexibility and are well-prepared for frequent changes in demand. Thanks to our extensive recruitment structures and the ability to operate in multiple cities in Poland, we can hire over 300 people per month.

Ewa Depta, CSO, Axendi

Leveraging consulting services through an outsourced partner

Clients who turn to Axendi are often looking for a long-term partner capable of managing both regular operations and scaling effectively during peak periods, while offering expert guidance on preparation. Our role goes beyond handling increased workloads; we also provide consulting services, recommending optimal solutions, developing tailored action plans, and implementing the right technology and organizational solutions for seamless operations.  

Ewa Czarnecka, CEO, Axendi 

Choosing the optimal solution

The optimal solution we recommend to our clients is year-round cooperation with our contact center. By maintaining a core team of key personnel, we ensure in-depth knowledge of the processes, systems, and procedures. This team becomes a natural support for large groups of new agents during peak periods when scaling up is required.

Ewa Depta, CSO, Axendi

Ready for the peak season sales?

Axendi CX experts show how to prepare for demand peaks with accurate forecasting, early recruitment, flexible staffing, and automation. They highlight practical ways to manage seasonal surges, including data-driven planning, cross-trained teams, customer service outsourcing, and expert consulting. The goal: maintain service quality, protect customer experience, and build operational resilience during the busiest times of the year.