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News : Call Centre Staff Help Lonely Beat Lockdown Blues

#contactcenterworld, @CallCare247

London, UK, April 6, 2021 -- The amount of time people spend on the phone to call centre staff has tripled in a year as workers lend an ear to the isolated and bored. CallCare, which operates phone sites across the UK, say their customers are lonely due to lockdown and just want to talk to someone.

It means the average call is now nine minutes compared to three minutes at the start of last year. Spokeswoman Gemma Harding said: "Customer support has become a significant lifeline to millions of people. "We have seen a huge drop-off in people wanting online live chats or emails and instead wanting to speak to our staff. "People just want to have a chat - a lot of the time it's because they are just really lonely at the moment.

"One of our clients has predominantly older clientele who ring up to report an issue - but are instead spending the first five minutes or so talking about grandchildren, telling us how much they are missing them.

"For us it's no longer about following a script - which has been call centre practice for decades - but rather making sure we provide that human interaction.

"A brief chat can make the world of difference to somebody struggling with isolation." Because the centres are acting as support bubbles for lonely and vulnerable people, bosses are training their staff in adult safeguarding, to help spot when people are in distress and know what to do.

Some centres are also being deployed as frontline services to help the public sector deal with Covid issues.

CallCare, for instance, has just begun handling vaccination bookings for GP surgeries.

Due to a rise in unemployment nationally, the company has been hiring new staff from service backgrounds such as airline cabin crew, retail and hospitality to cope with the demand.

This is proving beneficial to customers who are seeking more empathy. It has also led to a 15 percent increase in salaries due to higher-skilled staff being taken on.

Gemma says previous industry "sweatshop management styles" and high levels of staff turnover are defunct.

Hemesh Halai, who joined CallCare 18 months ago, said: "Customer support centres have been a lifeline for many isolated people.

"To have a lovely chat with somebody who is struggling is really very rewarding."

#contactcenterworld, @CallCare247

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.express.co.uk


Today's Tip of the Day - Ask How Can I Help..

Read today's tip or listen to it on podcast.

Published: Wednesday, April 7, 2021

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
PH: 1-720-362-5005
 

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