Newsroom
- VADS
- Newsroom
- Call Center During a Pandemic
Call Center During a Pandemic
06 October 2020
Call Center Services During a Pandemic
The Covid-19 pandemic has completely changed the way people live. The world that is currently working is a world with a new normal that we need to accept and continue our activities with various health protocols. Companies are facing various challenges in facing this pandemic, one of which is call center management.
Customers have a changing behavior during this pandemic. By means of efforts to transact directly, and supported by technological advances that make purchasing decisions turn online. The number of requests for the needs of customers makes the company must be ready to serve customers. One of them is with call center services to provide information and to help customers during this pandemic. Seeing the changes in customer behavior during this pandemic, call centers will certainly get high call traffic from customers who need information quickly and briefly.
To develop during the Covid-19 pandemic, call centers must continue to provide the right service by telephone. The solutions that the company needs must have good security and innovative technology. Call center strategies and technologies include:
Voicebot
It is one of the important call center strategies that can be used during a pandemic like today. The use of voice as service automation is one of the most effective ways to respond to more customers who call the company every day. Voicebot is equipped with Artificial Intelligence which has the ability to conduct conversations (voice). Voicebot provides a better customer experience because of its always-on status, low cost, and more productive answer to repetitive questions so that call center agents can focus more on solving complex problems and focus on increasing more complex sales.
Cloud Contact Center
Companies that use a cloud-based contact center system will find it easier to transition their staff and operations. This solution allows contact center agents to work from their respective homes by having computers and headsets as well as supporting bandwidth so that they are safe and can be managed remotely. In addition, the use of cloud contact centers is also integrated with systems owned by the company in customers, such as CRM so that they can see in real-time the activities being carried out by the contact center agent in summary or in detail.
Workforce management
Companies that have workforce management solutions can easily control the schedule of contact center agents to work at their respective homes. Workforce management can see what is needed and can quickly fix contact centers in a high traffic volume wait. This will be a new challenge, for example, being able to stop corporate contact center agents from using their cell phones, which is seen as a security issue. By using workforce management solutions, companies can manage call centers effectively and efficiently and can help and control operational activities remotely. This is beneficial for company productivity, namely in communication, cost efficiency, and providing more services to improve customer experience.
The pandemic provides an overview of all of us around the world about the importance of having a sustainable business plan. There are many lessons and ways that companies can get from this pandemic. It needs to be done to build a "new normal" to contribute to the company and customers and adapt to the current environment. It may take a little time to sort everything out but it is important to make the necessary investment so that the company's call center continues to run optimally and can provide the best service to customers. There are many other well-performing call center solutions to help companies in this time of the pandemic. After the pandemic is finally over, companies can realize sustainable business performance including the company's operational call center.
Through the VADS Indonesia contact center solution that is integrated with any device, workers continue to carry out service functions and provide good service. To find out more about various innovative call center solutions during a pandemic, kindly contact marketing@vads.co.id.
Related News
30 June 2025
20 June 2025
19 June 2025
27 May 2025
02 May 2025
17 April 2025
14 March 2025
07 March 2025
28 February 2025
18 February 2025
14 February 2025
11 February 2025
07 February 2025
28 January 2025
24 January 2025
21 January 2025
14 January 2025
07 January 2025
02 January 2025
30 December 2024
27 December 2024
17 December 2024
13 December 2024
10 December 2024
06 December 2024
03 December 2024
29 November 2024
19 November 2024
14 November 2024
08 November 2024
05 November 2024
01 November 2024
31 October 2024
25 October 2024
22 October 2024
18 October 2024
16 October 2024
11 October 2024
09 October 2024
08 October 2024
07 October 2024
27 September 2024
24 September 2024
20 September 2024
13 September 2024
10 September 2024
10 September 2024
06 September 2024
04 September 2024
02 September 2024
02 September 2024
09 August 2024
05 August 2024
26 July 2024
23 July 2024
02 July 2024
25 June 2024
18 June 2024
14 June 2024
06 June 2024
31 May 2024
24 May 2024
26 April 2024
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
15 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
16 March 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
01 November 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
23 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020