At InTalk.io, we were able to come up with various ground-breaking and innovative software and tools, that helped employees to work remotely and to ensure that their work and quality of resolution provided is not impacted.
How Covid-19 is Accelerating Remote Working and Automation in the Call Center Industry.
The year 2020 has been historic in more ways than one and will be remembered for generations to come. While the year may be remembered for the way the pandemic changed the way we live our lives and how we started needing to exercise precautions, it will also be remembered for the way offices function and the way people work. It soon became evident that in order for businesses to survive and to grow, they needed to look for innovative ways and means to help them grow and sail through the pandemic. Companies were forced to take up digital solutions and move to a digital platform, in order to ensure that employees had the option of staying and working from home during these challenging times.
The most Impacted Sector:
One of the sectors that was expected to be hit the hardest is the call center industry and primarily the customer center department, as it is one of the most crucial points of contact that a customer relies on for information and solutions. At InTalk.io we were able to come up with various ground-breaking and innovative software and tools, that helped employees to work remotely and to ensure that their work and quality of resolution provided is not impacted.
Heading into the Future:
As the world is now witnessing a new surge in the number of daily COVID cases, and with newer mutations of the virus now being discovered, countries are now going into a second lockdown. Keeping this in mind, InTalk.io has prepared itself well in advance and in anticipation of this, as the lessons learned from the first wave of the pandemic can be implemented and with the help of various software, working from home can now be made a lot easier. Quality coaches and team leaders will now be able to monitor employee performance, average call time, hold time, and other performance aspects of an agent remotely, thus ensuring that the contact center can function smoothly and it can be business as usual. It has provided customers with options such as automated responses, where bots provide customers with resolutions and only when the need arises, it connects him/her to an agent, and also provides the customer with options where they can either chat or speak with an agent and find answers to their queries.
As the world is learning to adapt around the current pandemic, industries such as call centers have come up with innovative solutions to ensure that businesses are not hampered and with the help of creative ideas, organizations can continue to grow.28