How the Pandemic has Impacted and Changed the Way Call Centers Work

The year that is 2020 has been extremely challenging especially from a business perspective and in all likelihood will go down in history as a year that changed the way people work. Organizations realized the importance of the digital platform and remote working from home has become the new norm. Cloud computing saw a massive increase as it became easier to share several documents and files a lot easier by merely uploading them onto the online virtual drive.

How it Changed the Call Center Industry:

One of the sectors that were impacted the most was the customer service/care industry and primarily the call center industry, as the pandemic resulted in remote working while also facing the challenge of handing and attending to a large influx in the number of calls received. While setting up the entire work from the home system may have been time-consuming and had many a roadblock to be dealt with, once integrated, it has now become the new norm for various call centers. Communicating with fellow team members and supervisors has also become possible, with the help of various software and apps, that now ensure that the quality of service and resolution provided to the customer and the time required to provide the resolution is in no way impacted.

Effective use of Technology:

As mentioned above effective applications and software made working from home possible for the call center industry and Intalk has been at the forefront, constantly backing and updating call centers and their employees to face the challenges that come along with working from home and to find effective solutions for the same. As the global COVID numbers and deaths continue to rise, working from home may be here to stay for quite some time, especially since many countries have started reimposing lockdowns. Cloud-based solutions have also played a major role in maintaining a good quality of work, by ensuring that agents can work efficiently from a remote location, rather than relying on landline phones, that are not just costlier but are also less efficient and slower.

How AI has made its Impact Felt:

The recent advancements made in AI, it has helped in improving the performance of older automated call systems. With the advent of chatbots, customers can get answers and solutions to their issues and solutions, without needing to speak or chat with an agent. The goal is that the virtual chatbot gives the customers automated answers by answering a few questions before transferring the call over to the executive.
As various industries and sectors have come to grips with what could be the new norm for a while, making the best and most resourceful use of the available tools and technology will ensure that business can commence as usual.