Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

6 Tips for Keeping Your Call Center Functional During a Pandemic - Brett Clawson - ContactCenterWorld.com Blog

6 Tips for Keeping Your Call Center Functional During a Pandemic

Like many call centers around the world, your operation was most likely damaged by the pandemic. When you rely on a significant number of workers to offer excellent customer support, it’s challenging to guarantee efficiency and safety during an ongoing crisis. Although your current outlook may seem grim, you can implement a series of safety measures to maintain a healthy workplace and remain productive.

1. Sanitize Your Workplace

The first step to providing a safe environment is to enact an extensive cleaning session that will eliminate the virus on all contact surfaces. Your office space, break room, conference areas and restrooms should be thoroughly sanitized. There are several things you and employees can do to improve conditions during a crisis, but cleaning your building should only be performed by professionals. Choose a trusted contractor for coronavirus disinfection services that follows CDC guidelines and employs effective, state of the art techniques. The best times to disinfect your business are after the employees leave and before they come to work.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

2. Quarantine Infected Workers

Employees that test positive for the virus must be quarantined to avoid further infections. Mass infections have resulted in numerous shutdowns across the globe, and although a scaled-down workforce is less productive, a closed business nets zero profits. It’s essential to find out if the sick worker had close contact with any other employees, and if they did, further quarantines might be warranted. However, the only way to be sure that the other employees are unaffected is to have the entire staff tested for the virus.

3. Reorganize Your Workspace 

Your call center cannot operate effectively in the same office layout that existed before the pandemic. Desks or cubicles must be spaced at least six feet apart in all directions, and conferences or employee meetings should only take place online. Most call center owners had minimal problems with socialization among employees before the crisis, but it’s wise to reiterate the seriousness of the current situation and forbid your workers from socializing in the office or break room. Persuade your people to use video chats or phone calls to chat during the breaks and downtime and mandate a strict mask policy around the office. Most states and municipalities have mask mandates for public areas, and you’re not asking too much of your workers to follow the same guidelines at work.

4. Eliminate Sharing

To avoid any potential for contamination, you can eliminate all of the shared items in your office and break room. If you use silverware or plates in your break area, you can replace them with disposable, single-serving items. Your refrigerator can no longer accommodate employee’s personal food, but you can suggest that each employee brings a small cooler for their perishable lunches. You can also discourage large groups from forming during lunchtime by staggering the lunch periods and limiting the number of people in a single room or cafeteria.

5. Offer Remote Work Options

Furloughs and layoffs are an unfortunate result of the pandemic’s economic effects, but you may be able to retain more workers by developing a remote work option. Remote workers can maintain your center’s productivity and reduce the number of workers in the office. When you determine how many workers can safely work in the office, you can estimate how many additional online employees you’ll need. Most call center employees can adapt well to online work if they have the necessary equipment, but it may take you a few days to become comfortable managing remote employees.

6. Use Chatbots

If your center is unable to handle a surge of calls with a reduced staff, you can temporarily use AI chatbots to assist callers. Several large firms have recently employed chatbots to accommodate simple requests from customers, and AI has drastically improved compared to the robot callers of five years ago. With increased demand, companies like IBM and Google have developed intelligent chatbots to help companies during the crisis. Although it’s challenging, you can continue to provide excellent support to your customers, provide a safe working environment and maintain employee productivity during trying times.

 

Publish Date: August 26, 2020 1:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =