Call centers scramble to handle surge for customer service
As more workers in the United States file for unemployment, cancel plane tickets, defer credit card payments, and fix internet connections during the pandemic, the call centers meant to handle these queries have faced their own disruptions, leading to unprecedented delays.
Many call centers are still adjusting to sending their employees to work from home for the first time; others have continued to only a reduced number of employees to come into the office. Further, a growing number of call centers have seen workers get sick with COVID-19.
“The Covid-19 crisis presents a set of challenges that almost no company was prepared for,” says Donna Fluss, president of the contact center market research firm DMG Consulting LLC.
“When there’s a natural disaster, companies typically shift their operations to an overseas outsourcer or a site in another region of the US… There’s no precedent for a business continuity plan where people have to be more than 6 feet away from each other,” Fluss added.
Read more here.
Related news
- PH named as third most favored offshore location · 1 Jun
- The virtual call center is here to stay · 29 May
- Nigeria targets over a million jobs by 2025 · 29 May
Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
Stay ahead of the outsourcing industry. Join thousands of business leaders who rely on Outsource Accelerator for the news, trends, and expert insights that matter. Subscribe to our free newsletter and never miss an update.
