How to face the new work reality in your Contact Center
Approximately three months ago, everyday life in Colombia changed due to a virus that had already been registering infections worldwide. Following the first confirmed case in the country, the National Government implemented a biosafety protocol to prevent further spread and protect life.
The impact of Covid-19 is evident in the changes in people's daily lives, from having coffee with friends to shifting work patterns from in-person to virtual.
#NewWorkReality
Initially, this caused some companies to experience a collapse in their operations, as they were unprepared to face a crisis of this magnitude. Other organizations, on the other hand, implemented a Plan B to deal with this type of situation.
But generally speaking, companies have been adopting the regulations released by the National Government in response to information provided by the World Health Organization.
These changing regulations are due to the behavior of the virus and scientific advances in vaccine development.
The challenge now is to resume or return to the everyday routine we experienced a few months ago, considering that tools like the Internet have become a vital ally in this time of pandemic and confinement.
That is why it is important to establish some parameters in the Contact Center minimizing the impact that this may represent for both operations and the work team.
- The first thing is to establish a work plan Focused on leadership and aimed at managers, since each work team may feel disoriented due to the situation, so it is essential that the leader in charge be the spokesperson for the new path they will take towards positive results.
- Another point to work on is anticipate new customer needs which can be analyzed from the call history and situations that may have arisen during the quarantine and that need to be addressed due to their complexity or monitoring of the situation.
- Training Call Center Agents with respect to the new dynamics of the company with respect to product/service specifications, modifications, new prototypes and other changes that arise.
- Redesign workspaces that they are under Biosafety protocols, as well as working hours to avoid being a source of virus proliferation.
- Review the messages that are delivered through each of the channels to avoid generating confusion in the customer and, on the contrary, maintain quality in service.
- Evaluate with the Contact Center team the shortcomings that occurred before and during the quarantine to prevent them from occurring in this new phase of returning to the office.
These tips will ensure that the return is less traumatic and, on the contrary, will be a way to continue working in the Contact Center with the same level of quality as before this global health crisis occurred.
Source of support:
https://bit.ly/2AYlBFu
Content Writing by: Isabel Uribe
#We invite you to read our blog post 10 tips to improve your customer service»
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