Contact centres are the Frontline of customer service, as Covid-19 persists, there will be an increase in demand for services and support of call centres. Most call centres were not prepared for the covid-19 pandemic. A lot of BPO outsourcing, quickly convert their agents to work from home why some call center companies close down without giving their customers any notice and explanation.
WHAT IS A CALL CENTER
Call center services are companies which are equipped to handle a large volume of telephone calls for another organisation or a third party. The Call Centre attends to the non-core duties of the company which includes the customer service department. It is a central point in which all different customers of various companies are managed.
WHAT IS COVID 19
Covid 19 is a disease caused by a new strain of coronavirus. It is a highly contagious respiratory inflammatory disease caused by SARs Cov 2 virus. It can be spread from individual to individual by the release of droplets from an infected person through sneezing, coughing or talking. It also can be spread by touching infected surfaces then touching the nose, mouth and eyes etc. The symptoms are fever, cough, breathing difficulties ,fatigue, headache ,sore throat ,runny nose, vomiting ,diarrhoea and loss of taste and smell etc. Covid-19 was the first thing in China where it spread to other continents of the world. It has been a disease that is life-threatening and has made the world and it’s activities to have a global drastic change.
Covid-19 CALL CENTER SUPPORT
Covid 19 has affected businesses and individuals globally. It has affected some business negatively and some positively. Call center outsourcing services support all over the Globe have been affected positively by COVID 19, which has increased the volume of calls received but most call centres were not prepared for the change for their agent to work from home. But COVID 19 has made contact centres to turn to the remote of virtual centers which has reduced some cost for them and maximises their performance and maintains efficiency. The advent of COVID 19 call centres service has brought about some advantages to the support center.
TECHNICAL REQUIREMENTS AND EASY SETUP
COVID 19 call center support has made call centre companies to have an easy setup of technology like the days of open offices where equipment like hardware and softwares are required. Most companies use on-premise solutions for their contact centre.Most contact centres have now shifted to the use of outsourced IT support jersey cloud-based software which makes work flexible and easy to manage the customer service operation. Cloud base are the most powerful technological solution used during COVID 19 outbreak the cloud-based software reroute calls to call centre agent enable them to respond to questions and all the customers need while working from home call centres using cloud-based software, the customer does not know the difference in the quality of call and it makes the call centre work stress free and is easily set up.
COVID 19 call centre support should still be compliant with the government guidelines by protecting customers data and information through the use of HIPAA.When working virtually, compliance is still very important, customers data and record should not be exposed to third parties. It should be monitored and tracked by the call centre provider. The call center outsourcing solutions providers should give adequate training to their call center agents on how to protect records and data of customers.
COVID 19 has made all companies globally reduce and cut down their cost. Contact center outsourcing services now operate virtually which has led to cutting down cost of office space, office furniture, office equipment, etc due to the fact that most agents work from home by using their personal computers, headset and other equipment.
CONTACT CENTER FUTURE: A NEW NORMAL.
Companies now shifting their on-premise technologies to cloud-based during COVID 19 outbreak are more effective and productive and have improved their services. The global shift has caused a great benefit to the contact centers system. The outsourced call centers are now used by lots of companies which has made them to become more important to a business and adapt to the new normal due to COVID 19. As COVID 19 outbreak persists, call centres providers now focus more on virtual workers in their company in order to be competitive and not to run out of business but also satisfy their customers
TRANSITION TO WORK AT HOME AGENTS
Call center outsourcing solutions are now transiting to work at home of virtual call centre providers. Call centre agents and now working from home so mobile working tools and virtual reality conferencing are tools used for communication as a work at home agent you require just a computer, headset, internet connection with the cloud-based connection of the call centre provider.
The outbreak of covid 19 has brought about a great change in the call center Industries, by increase in customer service,reduction in cost and have expanded the virtual call center by also providing employment.