Ensuring Call Center Business Continuity in a post-pandemic economy

2020 has taken countless organizations in all sorts of industries for a ride for which they were not prepared. From transitioning to remote work, and then an economic crash, a lot of businesses and industries recently found out that they are not as stable as they thought. Furthermore, a lack of digital infrastructures and rigid business continuity plans has left many struggling to adapt. 

When we take a look at the call center industry, post-pandemic it is on a rise. However, even with recent growth, the pandemic has left this industry grasping for control. During COVID-19 lockdowns, call center staff are considered essential critical infrastructure workers. Creating more stress on an already taxed industry with a lack of staff, now call center employers are looking for ways to protect their employees while still maintaining critical customer service excellence. As call centers adapt to the new economy and demands, now--not later--is when those lacking digital infrastructures and rigid business continuity plans should be updated or put into place. Simple measures can make navigating these stress-filled times much more effective. 

 

The following paragraphs outline a few best practices all call centers should use to ensure business continuity in 2020 and beyond. 

5 Best Practices 

1.  Digital Staff Training 

As this is a time of great unknown, the need for staff training that is quick and effective is on the rise. Developing a manageable training strategy that is ongoing, monitorable, and easy to access via the internet is going to keep everyone on your team in-line and focused. 

2.  Prepare Agents For High Volume Calls 

As an article from invensis explains, “You can use various services to manage the increased workload and satisfy your customers. Through software tools, you can offer customers relief from queues and wait times.” It is a good idea to think about installing IVR services and virtual call capability as well as voicemail and call back return methods.  

3.  Cloud-Based Backup and VPN Solutions 

To minimize interruptions and to possibly handle a work-from-home schedule for call center staff, implementing cloud-based servers and network VPNs will become essential. Using these options is secure and allows for more, maximized call center output no matter the situation.  

4.  Identify Lead Roles And Protocol 

As stress is at a high and not everyone on a team knows the answers to questions, having lead roles and responsibilities assigned can relieve a lot of anxiety both on the operational and customer sides. Everyone will know who to go to for different needs, which will increase overall readiness and adaptability. 

5.  Research, Analyze, Test  

Last but not least, create or rework a business continuity plan. As explained by Call Center Helper, “Contact centers need to be prepared for all sorts of disasters and creating a DR plan that accounts for all scenarios in which a contact center suffers from a loss of technology, loss of staff or a loss of premises [can help].” Calculate all the possible losses, risks, and ways the call center could overcome these times. Look to the future and put your plan to the test.  

The key to call center survival in the future is being prepared on all levels. As your organization moves forward into the coming months and years, JBHworks is here to make these transitions smoother.