Everyone in the retail ecommerce industry eagerly awaited Cyber Monday 2012, which was expected to be the best ever. And it was.
Online spending on Nov. 26, the first work day after the Thanksgiving weekend and considered the year’s busiest online shopping day, reached a record $1.5 billion, according to market tracker ComScore.
That was a rise of 17 percent over Cyber Monday of last year.
Here on the front lines of customer service and order processing, OnBrand24 felt the impact of the boost in Cyber Monday consumer activity. Our company set a single-day record for inbound call volume.
These are calls from customers of our retail and ecommerce clients seeking to place orders, ask product questions, find out how long their orders will take to arrive and other customer service and order processing-related inquiries.
In short, we were a beehive of call center outsourcing service activity.
Cyber Monday was just one day in what has been a very active November. We have been busier than ever so far this holiday season, as reflected in increased online sales on Thanksgiving Day (a 32 percent increase) and Black Friday, the day after Thanksgiving, (up 18 percent).
All of this has resulted in a significant expansion of our staff and the expansion of our floor space at the Cummings Center in Beverly, MA, 20 miles north of Boston in eastern Massachusetts.
With November closing so strongly, we’re looking forward to a record setting December.
Mark Fichera, CEO
Call Center Services