Companies caught short by the pandemic are hiring from a pool that was already prepared to handle a surge in phone traffic away from offices.
– The New York Times
Almost none of us were expecting a global pandemic. The economic impact has been palpable— At the time of this article being written, more than 26 million jobs have been lost due to COVID-19, which means entrepreneurs worldwide have taken a blow. But that hardly means your business has to fail! That is, if you’re taking the right steps.
That’s precisely why we’re compiling a list of tips for how to safeguard your contact center. QCSS has implemented these actions, and they work—So we want to pass them onto you.
1. Focus on Remote Working
Stay-at-home orders have been put into place, both nationwide and globally. Even as these orders are lifted nobody is certain about the pandemic’s trajectory, so it’s important to make sure that your team stays healthy. We strongly recommend optimizing your business with systems that allow your team to stay at home and healthy while they work. They will thank you, and so will your customers!
2. Ensure Your Systems Are Flexible
Speaking of systems, make sure the ones you do implement remain flexible. This means schedules, physical locations, and communication. Due to the unpredictable nature of COVID’s infection rate, a level of flexibility allows for day-to-day adaptability as the situation changes.
3. Keep Your Customers Informed
This one is really important! Ultimately your customers need to understand that there are changes happening within the structure of your contact center. If your contact center team has been reduced, consider using a hold time callback system, so your customers don’t end up getting frustrated or angry. Compromises are certainly admissible, just make sure to give your customers the notice they want and deserve!
4. Use the Opportunity to Plan
To a large degree, the pandemic has been an opportunity for entrepreneurs to assess their blind spots and weak points. We have been made aware of the fact that tremendous change can happen at any moment. So we encourage you to ask yourself… Are you prepared for more change? If not, now is more important than ever to plan for when it eventually happens again.
Above all else, remember this: CONTINUITY IS THE KEY. Interruptions can happen in the outside world, but what happens to your business internally is a matter of preparation. Situations that can be potentially uncertain for you, will be uncertain for your customer. The question is… Are you prepared to still be there for them when disaster strikes? Only you have the power to sink or swim.
