We might think we are doing things right when we see positive statistics as a result of the tools that are implemented to measure brand reputation, figures that are maintained on a timeline.
Which gives us an air of tranquility, since we assume that the task is being done well, sometimes making a mistake, not preparing for the crisis.
And this current situation has revealed the lack of planning for that moment zero, where a company, a work area or a process is restructured, as a result of the analysis of business experts, and on the contrary, it is left to the fate of destiny. in this case, a pandemic.
This time of crisis due to a virus has forced not only people but also companies to reinvent or restructure their business model, intervening in different processes such as attention to the Call Center.
#Restructure a Call Center
They make the most of technology to make operations more effective, considering aspects such as the expense that this entails when implementing the teleworking modality, the investment that it can represent and the processes that can be automated.
There are aspects that, although it is true, are not directly related to the current moment we are experiencing, they have forced several companies to modify service through the Call Center, let us remember that this it's a channel which also measures the brand reputation.
It must be assumed that a dissatisfied customer arrives when the wait time exceeds 4 minutes at the telephone line, so to avoid these types of situations the company must consider improving aspects such as:
- Support remote work by stabilizing operations, considering the current needs of employees Call Center agents and in turn the clients.
- Increase the availability of work equipment by using Artificial intelligence.
- Start slowly restructuring, it may be with the implementation of virtual assistants that provide answers to frequently asked questions by regular customers.
- Set alliances in order to train your work team for the implementation of Artificial Intelligence and new technology.
- Implement new service channels like online chat or WhatsApp Business.
- I evaluated the implementation of new technology and the impact it has on customer service.
- Analyze the statistics that the studies show in order to determine trends or establish improvements.
- Review the comments or data that have been generated outside of the crisis period, there you will also find valuable information for restructuring.
This moment should not be wasted, because in times of crisis it is where business strengths come to the fore, just as happened 20 years ago with the digital transformation giving rise to companies like Amazon, or 10 years ago with the mobile revolution giving way to companies like Apple.
This is a time of accelerated restructuring where, little by little, electronic commerce and E-learning platforms will position themselves and where Call Centers cannot be left behind.
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Content Writing by: Isabel Uribe
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