Top 5 Call Center Solution Features to Increase Customer Satisfaction during COVID 19


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Top 5 Call Center Solution Features to Increase Customer Satisfaction during COVID 19


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The cases of COVID 19 are increasing all across the globe. There are many disruptions because of this pandemic and that is why the governments, companies, and businesses need to redefine many things. Many people are panicking in this situation and it has created new challenges for businesses to handle the customer requests and concerns and at the same time assuring high customer satisfaction.

In this article, I will share a guide for the call centers that can use a call center solution to increase customer satisfaction. There are many features in this software that can be used by the call centers to increase customer happiness or at least maintain the regular customer satisfaction ratio.

1. Remote Agent

This is basically an add-on or a feature available to the call centers in their call center software. It can be an inbuilt feature or you need to get it in addition from your call center software provider. It allows agents and supervisors to work from home. In case, the government announces the lockdown, then call centers can use this feature to let agents work from home with the same productivity. This will not put call centers in a position of having limited or no staff to attend customer calls.

2. IVR

A majority of call center solutions offer multi-level interactive voice response aka multi-level IVR. It plays voice prompts based on customer interaction. This helps in keeping customers updated about the ongoing disruptions as well as other facts. It can also be used to generate awareness about staying safe against Coronavirus. Another use case of an IVR in a customer support center is connecting the customer to the right agent or keeping him engaged until the agent gets available.

3. Queue priority

The call centers generally have a single queue to attend customers. However, this is the time to be strategic. Each business has some premium customers. Putting them in a regular call queue may increase customer dissatisfaction. Moreover, the call queue and hold time can be longer than the normal one because of COVID 19 pandemic. In this case, use the call priority feature available in the call center solution. It handles the calls of the premium customers on a priority basis. The priority queue will have only priority customers so they can be attended quickly and they do not need to hold for a long time. This will help in nurturing the relationship with the premium clients.

4. Call script

Each call center gives a call script to the agents. There is generally one call script per campaign, which is used by all agents handling calls for that campaign. The thing is that the call script cannot be effective in this scenario. You need to personalize the call script to handle customers. The script should be personalized by keeping the impact of Coronavirus and other related factors in your area.

5. Call back

This is one of the features available in the call center software in general. Some give automated callback option and some give           manual ones. It is preferred to use a call center solution that gives automated callback functionality. Instead of keeping customers on hold because of a long call queue, give them a callback option.


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