How COVID-19 has Lead to Innovations in the Call Center Industry

While it still may be too early to write about the year that was 2020, but one thing is a given, and it’s the fact that it has changed the way we work and will go down in history where many organizations rose to the challenges that the pandemic threw at them. It forced businesses to take up digital solutions to ensure that employees could work from the safety and comfort of their homes, which, ever since the pandemic, has become the new norm, barring a few sectors.

The Growing Dependence on Cloud Computing:

The pandemic brought about challenges, especially for the global call center industry. Many companies found it challenging to manage the high number of calls and communicating with the employees placed remotely. As the demand for new applications and software increased, products such as rose to the occasion to avoid having to deal with the challenges. With creative and innovative thinking, came up with a remote call center setup that made remote working speedy and efficient, without negatively impacting the quality of resolution and time taken to provide the said resolution.

Seamless Performance Monitoring:

In many instances, calls at a contact center tend to get disconnected due to various technical issues. These issues are easy to monitor while at work. But they can get extremely challenging when employees are working from home. This highlights the importance of having a call monitoring system in place. The system helps the management and operations keep tabs on the number of calls received or made by the agents and the number of calls that end up getting disconnected.

Login Management:

Agents have access to agent desktop that can help them with providing quick customer resolution. There also needs to be a system to ensure that the agents log in on time and check the completion of the required number of work hours. This system should decrease the work of the team leader and help is shifting the focus on handling escalation calls and performance monitoring.

The system provides analytics that shows the maximum number of agents logged in, especially at peak hours, thus ensuring that the number of calls in the queue is minimum, thus reducing the wait time for customers.

At Intalk, we ensure agents can manage calls effectively and provide customers with resolution in the most effective way.