Calling for Help: How Does Covid-19 Affect Call Centers?

Call center businesses are learning to adapt to the new demands of customers calling for help via remote call center. Here's how services are offered now.

You're having a technical issue with a new laptop that you bought. Instead of fixing the problem on your own, you think calling for help is the best solution. The person you're speaking with is very helpful over the phone. During the call, you notice that a dog barks in the background.

You realize that the customer service rep is working from home.

Many people picture a call center representative in a cubicle or a warehouse, but the onset of covid 19 has changed the call center industry. In response to the crisis, most call center workers are taking calls from their homes.

Further, many companies are outsourcing their call center duties due to budget constraints and increased demand. This article will explore how the pandemic has changed the lives of call center workers. Let's explore. 

Working from Home

Call centers cons the largest gatherings in the workplace, with some companies housing thousands of call center employees or contractors in a single locale. 

However, remote call center positions have been growing in popularity in recent years, with fewer employees working in a physical office space. Overall, remote call reps must have the following to perform their jobs from home effectively:

• USB headset

• High-speed internet

• Personal computer

Due to the pandemic, there are so many call workers to the point where companies struggle to find enough headsets. Additionally, many employers are hiring call center workers remotely without meeting the applicant in person. Instead, companies conduct all interviews and pre-screenings digitally, and new recruits can start right away after the training process.

The training phase is also digital. Beforehand, call center reps attended physical classes or met with managers for training.

Now, managers conduct training with the help of presentations, training videos, and/or screen-sharing tools. On average, it takes anywhere between $3,000 to $5,000 to train a call center employee remotely, and training can last for weeks. 

Call Center Job Opportunities

Due to mass layoffs and closed operations, many companies are outsourcing their call center duties to fulfill the growing demand. Within a country, companies have a growing number of applicants to choose from as more people contend with layoffs and furloughs. A customer service rep can find a call center job in such areas as:

• Technical support

• Customer service 

• Billing

Also, companies that need call centers are outsourcing their needs to other nations. Moreover, outsourcing is a good way to save money, especially at a time when consumer confidence demand is at an all-time low.

A Philippines call center, for example, is a popular choice for many companies looking to satisfy customer service needs. A Filipino owned call center can receive big-name overseas clients from around the world, most notably Comcast. 

Calling for Help in a Different World

Calling for help means that you'll most speak to someone from home. Also, the call center industry doesn't know when the traditional call center model will return. Customers are also more likely to speak to a speaker from a different country as industries seek to hire more overseas call center workers.

Are you interested in learning more about work at home customer service? Click here to learn more about remote culture.