Best Call Center Solutions in Post-COVID World

Call Center Solutions in Post-COVID

Call center customer service solutions in the post-covid world

Proving excellent customer experience has always been a priority for businesses. Call centers, for example, receive thousands of calls daily but little did they know that a time will come when the incoming calls will go from thousands to millions. 

When covid struck the world, it pushed businesses and call centers off balance, and their customer service deteriorated because of limited staff availability.

The pandemic prompted new insights into how businesses and institutions require call center solutions for daily operations, including the closure of physical offices and schools in favor of virtual ones.

The Effect of Pandemic

  • Increased Call Volume

Covid-19 has affected many industries like travel, transportation, and hospitality. With people facing various serious issues due to the pandemic, call centers received massive calls daily.

  • Longer Hold Time

Due to call-overloading, most lines were busy, and customers had to stay on hold and in the queue for a very long time.

  • Anxious and Impatient Callers

Customers get anxious and impatient with customer services which was a direct result of call overload.

Realizing the Importance of Call Center Solutions 

 

Importance of call center solutions
Importance of call center solutions

With some of the problems listed above, businesses, organizations, and customers are now willing to adapt to technologies for work purposes.

People realized that call center problem and solutions are the answer to most of their problems. From ensuring a safe workplace to social distancing, people are now looking for the best call center solutions in the post-covid-world.

Best Call Center Solutions in the Post-Covid World

Accepting New Way of Communication 

Social distancing
Social distancing 

Companies have accepted the new level of communication, like adopting an automated, secure, and compatible system. It ensures that they can provide satisfactory customer service during and after the pandemic while following government post-covid guidelines.

From IVR to AI-Powered voice assistants, the way businesses and people communicate will never be the same again. 

Voice Bots are the Future

Voice bots minimize human contacts
Voice bots minimize human contacts

 

The implementation of voice bots has already bought changes in almost all industry types. AI-powered voice bots are overtaking tasks that were earlier time-consuming by human agents. People productively work with each other while limiting human contact with each other. 

With voice bots, businesses can:

  • Provide a seamless customer experience 
  • Co-exist with humans
  • It makes jobs easier, faster, and safer
  • Human-like conversation with customers
  • 24/7 availability 
  • More efficient in completing tasks
  • Handle multiple calls at once 

Omnichannel 

Online shopping has significantly increased 
Online shopping has significantly increased 

Online shopping has significantly increased 

Consumers have easy access to businesses via various channels, including voice, SMS, email, webchat, social media, and more with omnichannel software. Enterprises have used this call center solution to drive contextual conversations on customer-favored channels while collecting customer data to help them provide better customer service. 

Even in the post-covid era, curbside pickup and returns are becoming more popular due to health concerns. Businesses are ensuring a secure post-covid transaction while still providing customers with immediate gratification and products in hand. 

Video Conferencing Solution

Working from home 
Working from home 

Working from home 

Enterprises utilize video conferencing software to communicate via video and audio over the internet. It allows businesses to collaborate virtually by transmitting audio, video, text, and other features, including file sharing and screen sharing.

For business and government organizations to connect virtually from home, this call center solution grew in popularity during and after the pandemic. The widespread adoption of video conferencing software allows accessibility and engagement with foreign markets due to travel restrictions.

Call Routing

Call routing 
Call routing 

Call routing 

Businesses use call routing software for their business phone systems, where incoming calls are queued and then routed to the right rep based on pre-defined rules. 

During and after covid, call routing solutions significantly aided the government and other organizations in quickly connect to the appropriate departments. People were easily routed to the correct department, resulting in immediate assistance being available to them. 

CRM Integration

CRM Integration
CRM Integration

CRM Integration 

CRM integration allows businesses to provide more efficient customer service with pops up on a rep’s computer screen. It identifies a customer based on their phone number and customer data, allowing businesses to provide tailored customer service.

Since most of us still work from home in the post-covid world, people have realized the need for appropriate technology like CRMs to keep things together, easy access, and sharing current data and workloads. CRM integration is one of many popular call center solutions used in the post-covid world.

Reports and Analytics

Reports and analytic software
Reports and analytic software

Reports and analytic software

Reports and analytics software allows businesses to see essential metrics like incoming call volume, call trends, and agent efficiency. This software enables companies to identify common customer issues and highlight areas where they are lacking. 

Businesses and government organizations optimize this solution in the post-covid world to handle call traffic related to covid’s aftermath, get an overview of issues about covid, and plan and schedule efficiently.

Escalation Management Software

Escalation management
Escalation management 

Escalation management is a critical call center solution that helps companies manage the growth of urgent customer service inquiries in the post-covid world. It helps businesses train their customer service representatives on de-escalating situations by offering vouchers, discounts, refunds, and other incentives.

Since many people rely on benefits to survive, businesses are making the most of the software by offering special offers on their products/services, thus building a loyal customer base. 

The above mentioned are just some of the many call center solutions in the post-covid world utilized by businesses and government organizations. 

Want a reliable call center solution provider? Contact Free PBX for call center customer service solutions online, who will help assess your current and future business needs before customization the best call center solutions in the post-covid world.

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