How To Deliver Post-COVID-Ready Call Center Services In The New

  • The COVID-19 has changed the way call centers across the world operate and offer services. It has also impacted businesses that outsource call center services for customer service, sales and marketing, and back-office support. But, much of these changes will be beneficial in the long run for the call centers and their clients. From having to rework office infrastructure to managing overhead costs, call centers have made considerable changes to cope with the crisis. 

    Some changes are brought up by call centers operating in outsourcing hotspots like the Philippines, USA, Morocco, or India. 

    Use a web-based or cloud-based workforce management system

    Inclination towards technology and automation has been observed in call centers after the pandemic attack. Call center technologies and licensed software have helped contact centers for ages. Today, the need for such technologies is on the rise because of the increasing number of remote agents and teams operating worldwide. Workforce Management systems can help keep track of remote agents’ performance, help HRs with payroll-related tasks, and even help agents deliver better customer service when integrated with CRM. 

    Philippines call center makes the best use of a workforce management system for service level excellence.  

    Learn from the present crisis and be prepared for an uncertain future

    Crisis gives birth to opportunity. However, there is one drawback – you can’t predict the future. After the first wave of COVID-19, companies now have a better understanding of managing another lockdown if the pandemic takes adverse form later or any such crisis occurs in the future. Whether it is outsourcing to an American call center for the local feel or moving in-house resources to virtual resources if time demands, being prepared are key to business continuity. 

    Serve customers with compassion

    Empathy, a human-centric approach, and politeness were always important in call center services, not just during the crisis. It is expected from CX professionals to listen, understand, and then offer solutions so that customers can feel that you genuinely care.

    Make infrastructure-related changes in office space

    If you have visited a Philippines call center or any call center in any country, they have cramped working floors with shared equipment. Desk-sharing strategy or hot-seating was a common practice in call centers. After the enforcement of social distancing protocols, call centers have to move a certain percentage of their workforce to remote operations depending on their office space capacity. They have to shift workstations and keep a considerable distance between two seats; the office designs are made more simple and uncluttered so that every corner is easy to sanitize.

    Prepare a crisis management team

    Like eCommerce, utility and financial services, call centers and ITES businesses are categorized under essential services sectors. Popular outsourcing locations have got much-needed government support to develop crisis management teams in call centers. For instance, a Jamaican call center is equipped with strategies, plans, and tools to deal with service emergencies and deliver consistent customer service across all verticals. Jamaican BPO agents are capable of making well-informed decisions quickly to benefit the call center and its clients.


    Call center services providers developed new competencies and leveraged new technologies that added more knowledge-intensive, high-value, and complex processes to their portfolios.