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How to provide call center services during coronavirus pandemic?

It is a fact that the Business Processing Outsourcing (BPO) industry has boomed in the last few years. Do you know what a BPO company is like? It is actually a process by which a business entity outsources its department or any specific process to any external service provider, who is an expert of that outsourced department or process.

What departments or processes can be outsourced to a BPO company?

 

A wide range of departments or processes can be outsourced to a BPO company. These departments and processes may include finance & accounting, induction, payroll, security, technical support, call center services, telemarketing, etc.

Why business entities prefer outsourcing to a BPO company?

 

There are various reasons based on which bpo industry has boomed in the last few years and business entities prefer outsourcing especially customer service outsourcing to bpo companies. Some of the reasons are as under:

  • Economy of scale
  • Business risk migration
  • Cost advantage especially cheap labor cost
  • More focus on product/service
  • Quality product/service
  • Advanced Technology

Why I started a call center outsourcing company?

 

Based on the above-quoted reasons, I also started my call center a few years back and preferred to provide technical support to the customers of my clients. For said purpose, I established my call center and hired a few IT professionals to provide technical support to my clients’ clients.

After a year or so, I also expanded my call center outsourcing company. I along with my team was doing really good unless the pandemic of COVID-19 hit the globe.

How COVID-19 or Coronavirus is affecting call center outsourcing services?

 

We all know that call centers’ agents sit in small cabins with their computers and other peripheral devices to provide support to their customers. However, due to this global pandemic ‘coronavirus’, protection and social distancing have become compulsory for the safety of employees. In such a scenario, to operate a call center had become difficult for me.

Initially, I thought to call my staff in different shifts but that approach not only added burden to my pocket but also the workload on the employees, who were on duty. I kept on thinking about the ways with which I could operate my call center outsourcing company, as I knew ‘when there is a will there is a way’ and I eventually found a way out.

How I operated my call center outsourcing company during coronavirus pandemic?

 

I called all my team members on a video call, asked about their wellbeing first, and then ensured them that we all were together in a difficult situation.

Afterward, I told them that we all would work from home, and for that, I would be sending the computers having software along-with the support equipment to them for connecting to our clients.

Moreover, I also announced the provision of an internet allowance to all my employees so that they could work from home without spending their money.

My good luck was that my employees were technology experts and they knew how to connect their computers to the clients; hence, we are providing 24/7 call center outsourcing services till now without infecting any of us.

About ipsusa

Information Process Solutions is an amalgamation of technology, skills and thought leadership. We carry the expertise as a BPO services provider and deliver in various fields for clients all over the world. The departments we proudly run include sales services, customer relationship management and execution of proactive call center operations.

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