The Importance of Call Centers in a Crisis

Crisis Management | 2 minute read

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines.

According to the National Post, call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff.

While this situation is far from ideal, it has definitely highlighted some key learnings for businesses on how to handle crisis situations, as well as the important role that call centers play in these scenarios. Business professionals, take note!

Your customers want a human connection

With many people across the world practicing social distancing, it’s clearer than ever that call centers continue to be an essential form of communication between businesses and their customers. Despite the vast number of communication channels available to us, your customers crave human connection.
With many people across the world practicing social distancing, it’s clearer than ever that call centers continue to be an essential form of communication between businesses and their customers #cctr Click To Tweet
There is something reassuring about speaking to an expert on the line, and that reassurance can’t be replaced by an FAQ or press release.

Clear messaging is essential to crisis management

A crisis communications plan may seem like a make-work project at the time of conception, but the recent COVID-19 pandemic has proven just how important it is to have one in place for your organization. Does your company have a way to establish key messaging and roll it out to key parts of your business quickly and efficiently?

The ability to provide precise messaging to your callers not only helps you maintain trust but also gives your customers a sense of security, knowing that your business is on top of the situation!

Learn how to manage call spikes

Call centers are no stranger to high-volume queries. However, the challenge that many call centers are facing illustrates how vital it is for businesses to properly equip their teams with the proper tools and channels to handle emergency situations. This may involve revisiting your call center’s operational structure or adapting new technology channels that can streamline the process.

Not sure where to start? Check out this blog post on how your call center can prepare for unexpected call spikes.

Fonolo Resource cover image

How to create a post-pandemic contact center strategy

Download this free workbook to learn how to create a winning post-pandemic strategy for your contact center.

Download Now