3 Ways to Improve Contact Centre Efficiency during the Covid-19 outbreak

Patsy Nearkhou, marketing manager at Talkative tells us how contact centres can effectively cope with the current Covid crisis.

We are all living in unprecedented times. Although only a couple of weeks ago we were going about our daily business, our morning commutes, working at the office and socialising with friends and family, our present reality is far removed from this. Despite the swift and dramatic change of circumstances, businesses still have to communicate effectively with their customers. In many cases, this is more important than ever before. 

With social distancing and self isolation, your customers rely heavily on having sleek, accessible digital channels in order to gather information or solve their problems. This can put increasing pressure on your contact centre, in multiple ways. Many agents are having to work from home, and contact centres are trying to cope with interaction volumes much higher than normal, causing a strain on contact centre efficiency and decreasing customer satisfaction. 

However, there are ways to help improve this situation. Below are some effective ways to help you maintain and improve your contact centre efficiency, helping you to boost agent productivity whilst keeping them safe, and improving customer experience during these turbulent times. 

Enable home-working with browser-based console

A home-working solution is paramount for many contact centres at the moment, so it might be time to consider implementing a browser-based solution to enable your agents to effectively, and safely, work from home. Talkative offers a browser-based contact centre console, allowing agents to remotely login and work from any location. Without the need for desktop apps or downloads, the cloud-based contact centre solution is easy to use and quick to set up. The solution can be used as a standalone software, or integrated seamlessly (and quickly) with your existing contact centre environments (such as Mitel or Salesforce Service Cloud). 

With fast, remote deployment, the Talkative solution can be set up and ready to use within hours.

Talkative Demo
Screenshot of a Talkative demo in action

 Agents can manage multiple interaction types concurrently, including website live chats, phone calls, emails and video calls through the single browser-based console. As well as this, supervisors can manage workflows, queues and agent performance through a centralised dashboard, helping to maintain overall contact centre efficiency even when working from home.

Offer embedded video to improve accessibility and service 

Many customers will still require face-to-face communication, despite the need for isolation. Without the ability to schedule a personal consultation, offering video calls is a great way to offer this service remotely. This is particularly true for healthcare professionals, educational services and even online retailers. 

There are multiple ways to use video as a contact channel. You can use a free video conferencing tool, such as Zoom, to schedule appointments and consultations with customers. This ad hoc approach is simple yet effective, especially for smaller scale businesses.

Alternatively, you can embed a video calling option into your website, allowing customers to escalate chats or calls into video calls whenever necessary. The video calls can then be routed into a separate queue where an agent or consultant can pick it up, as they would a phone call. 

With either of these options, you don’t need to worry about investing in expensive equipment either- the webcam and microphone on your laptop will work just fine. Video calling is a great way to improve your contact centre accessibility, for those who are hard of hearing or require more specialist care. 

Remember to keep morale high

Contact centres are usually bustling, vibrant places to work. The whole team is normally together, making it a loud and dynamic workplace. Most contact centres will run incentives for their teams and provide communal rewards, like snacks and treats. All of this helps to keep the office culture positive and morale high, encouraging productivity and ultimately positively affecting contact centre performance. 

Of course, remote working cannot be further away from what many agents are used to, making it easy for morale and productivity levels to drop. Schedule regular team conference calls, run exciting incentives and games to keep energy levels topped up. This can have a huge impact on the team’s overall performance, as a positive and dynamic culture produces happier, more engaged agents, even if they are working remotely. 

Patsy Nearkhou

Patsy Nearkhou is the Marketing Manager at Talkative, a tech startup which provides integrated contact centre solutions such as live chat, web calling, video calling and cobrowsing. Patsy loves to create content around customer experience, customer service and emerging tech within these fields. A big personality with lots of ideas and opinions, Patsy is known for her bubbly personality.

IoT Security: Protecting Your Connected Devices from Cyber Attacks

Miro Khach • 19th June 2024

Did you know we’re heading towards having more than 25 billion IoT devices by 2030? This jump means we have to really focus on keeping our smart devices safe. We’re looking at everything from threats to our connected home gadgets to needing strong encryption methods. Ensuring we have secure ways to talk to these devices...

Future Proofing Shipping Against the Next Crisis

Captain Steve Bomgardner • 18th June 2024

Irrespective of whether the next crisis for ship owners is war, weather or another global health event, one fact is ineluctable: recruiting onboard crew is becoming difficult. With limited shore time and contracts that become ever longer, morale is a big issue on board. The job can be both mundane and high risk. Every day...

London Tech Week 2024: A Launched Recap

Dianne Castillo • 17th June 2024

Dominating global tech investment, London Tech Week 2024 was buzzing with innovation. Our team joined the action, interviewing founders and soaking up the latest tech trends. Discover key takeaways and meet some of the exciting startups we met!

The Future of Smart Buildings: Trends in Occupancy Monitoring

Khai Zin Thein • 12th June 2024

Occupancy monitoring technology is revolutionising building management with advancements in AI and IoT. AI algorithms analyse data from IoT sensors, enabling automated adjustments in lighting, HVAC, and security systems based on occupancy levels. Modern systems leverage big data and AI to optimise space usage and resource management, reducing energy consumption and promoting sustainability. Enhanced encryption...

The need to weave agility throughout the business

John Craig Swartz SVP at POWWR • 11th June 2024

With geopolitical tensions, more extreme weather events and the legacy of a global pandemic, it is more difficult for energy suppliers to preserve their margins and remain competitive than ever before. To thrive in the current climate, it is imperative that a supplier makes marginal gains wherever they can. Profitability within the sector today hinges...

Artificial general intelligence is closer than expected

AI expert Stuart Fenton • 10th June 2024

Whilst most of the attention around artificial intelligence (AI) thus far has been on ChatGPT, it is just the tip of the iceberg. In many ways, ChatGPT shouldn’t be thought of as true AI as it is – at its heart – just generative, learned behaviour. The future of AI, in contrast, is a system...