How Call Centers are Responding to the COVID-19 Pandemic

While businesses are beginning to reopen, all has not gone back to normal. In fact, most businesses including call centers are having to adapt to a new normal to ensure the safety of both customers and staff in response to the COVID-19 pandemic. Let’s take a look at strategies call centers are putting in place in the wake of COVID-19. 

Agents Working Remotely 

Through the use of collaborative technologies and automation processes, many call-centers are continuing to allow their teams to work remotely. Management ramps up support for remote workers by ensuring they have access to the necessary company information and systems as well as the equipment and tools needed.  

Restructuring of the Call-Center Layout 

For employees who are physically coming into work, the layout may look much different in an effort to ensure social distancing. For instance, workspaces may be rearranged to ensure a distance of at least six feet. Many call centers keep the flow of traffic in one direction to prevent coming in contact with other team members.  

Implementation of Online Resources 

In an effort to reduce the number of customer support tickets and increase customer service satisfaction. Online resources are being put in place that allows consumers to find the answers they need quickly. This reduces the burden for call centers who are still working at a reduced capacity. 

Offer Customers a Choice of Communication Channels 

Many call centers are no longer exclusively phone calls only. They offer a variety of channels such as email, text messages, and social media chats to allow consumers to get the answers to their questions via the most convenient method for them. This makes it easier for call centers to allow agents to work in a remote atmosphere effectively. 

Periodically Review Systems Put in Place 

Analyze current business processes in order to make long-term strategic improvements. Take note of the intended goals and whether they were reached. Revisit the processes that are not meeting the goals as expected.  

Hire for Flexibility 

As call centers continue to adapt to life after the pandemic, their hiring strategies must change too. The ability to work remotely and/or in the office is no longer a perk but a requirement. Salem Solutions, the premier staffing agency for contact centers, will help you find flexible candidates who are able to fit the unique needs of your call center. Our specialists will thoroughly vet each candidate and only present talent that fits your specific requirements. Request an employee today! 


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