Published By: Scroll | Published On: April 20, 2020
As the coronavirus crisis unfolds around the world and in our communities, it will likely increase the demand for certain business services, while causing labour shortages for others. Call centres are overwhelmed because anxious consumers are looking for answers to response and impact of the virus or trying to change travel plans.
This has resulted in long wait times and dropped connections, preventing callers from getting help when they need it most. At the same time, call centres are understaffed because agents have called in sick or are unequipped to work remotely.
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Ensuring employee wellbeing & business continuity during the COVID-19 crisis