Intelligent Call Center Software Benefits during COVID 19 Pandemic


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Intelligent Call Center Software Benefits during COVID 19 Pandemic


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COVID 19 pandemic is hampering people, businesses, and the world economy. In this devastating situation, it is still necessary to push businesses to go on. Of course, some industries such as manufacturing cannot be shifted home, but some industries can shift in-house work model to the remote one. They need to use different tools and intelligent call center software is one of them, which helps them go remote efficaciously. Since COVID 19 is enforcing social distancing, this tool has been helping businesses shift their work model remote to keep everyone safe and contribute to nullifying the spread of Coronavirus. Regardless of the fact, the government has enforced countrywide lockdown or not, it is better to be safe than sorry and shifting the work model remote can contribute to keeping everyone safe.

The intelligent call center software can be really beneficial by allowing people to access it remotely. Let me share the top 3 benefits of this solution that businesses and call centers are leveraging during COVID 19.

1. Keep the team safe and productive

As mentioned earlier, it is necessary to enforce the “Work from Home” model as and when possible. It helps in maintaining the required social distance and keeps everyone safe. According to the WHO (World Health Organization), the only option these days to stop the spread of this virus is “Lockdown”. The companies can enforce the “Remote Work” model to keep agents and supervisors safe. This model also reduces the liabilities and responsibilities of the company to take care of human resources’ safety. Even if the call centers go remote, the team can work from home and access all features of an intelligent call center software solution. This will keep everyone productive and safe at the same time.

2. Keep customers happy

In any company, customer happiness and satisfaction are one of the top priorities. The intelligent call center software helps in achieving this. The remote team can use different communication channels to provide customer service. Top channels of communication supported by this software are listed below:

·         Voice calling

·         WhatsApp

·         Chat

·         Facebook messaging

·         SMS

·         And more

The company can use all these channels to respond to the customer. It helps them achieve high customer satisfaction. Furthermore, call broadcasting and SMS broadcasting features of the intelligent call center solution helps in keeping customers informed about any changes in the policies. This also helps in increasing customer happiness.

3. Keep business operations up and running

The intelligent call center software can be deployed on the cloud to give the sremote access in a secure manner to the team members. This helps businesses to keep their operations up and running. Furthermore, this system can be accessed from home. Even if the agents do not have an internet connection or system to access the agent window still, they can work with the “Remote Agent” feature available in this call center solution. This is how companies can take advantage of keeping all business operations up and running. 


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Ethan Jones

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