Virus threats are not considered significant for most businesses; nevertheless, it can have detrimental effects on the smooth functioning of an organization. When we talk about outsourced call centres, virus threats can be a big danger to the organization.
Heard of the recent Coronavirus havoc?
Well, Coronavirus has hit several countries and is increasing death rates rapidly. Since there is no cure of the same found up till now, which is why companies need to make sure that they have a plan to keep a check on the same.
All companies need to look after their staff security from the virus to avoid the threat to the organization’s daily tasks. Companies dealing in outsourcing call centre functions need to look at secured working options for the staff desperately as they deal with labor-intensive functions.
Since more gatherings can cause a rapid spread of the virus, thus companies are alarmed to make sure they have safety measures for their employees.
As we talked, call centres are all about labor-intensive jobs, thus they need to take care of the staff more to avoid the fast spread of the virus.
Not only is the UK undergoing the threat of COVID-19, but the virus is spreading to other countries too. Irrespective of creating havoc, it is important to think of the ways one can avoid the same.
Organizations need to work on educating their workforce to avoid being hit by the virus. There is undoubtedly increased pressure on the society with the threat of the virus, so to keep calm, mass gatherings need to be shut down rapidly. This is reason organizations should work on their workforce in-house to avoid any threat instance.
Moving further, here we walk you across the tips call centres can use to mobilize their employees and tips to be safe of the virus:
1. Access to remote working
As a call centre company, you may think once before giving remote working access to the employees. However, with modern techniques in use, it is possible to allow remote working easily.
Although remote working requires a lot of coordination online from the staff and on-time availability. However, to fight the virus threat, it is significant to come together and work as a team.
Most of the agents feel they can work well when they are on work-from-home, so give a chance and train them to use the right tools.
As we all know, “Precaution is better than cure”.
2. Have flexible working systems
At times of any virus threat creating havoc, your call centre needs to ensure that it has a flexible working system. Call centres should modernize to cloud-based systems so that work-from-home is not a nightmare.
Cloud systems are great at managing systems off-premise and help in keeping a check on customer interactions taking place even off-premise. All call centres today need to make sure that they work on cloud-based solutions, as threats like Coronavirus can hit anytime and can be a risk to business success.
Also, make sure that your call centre services are flexible enough to make changes on the spot and keep a check on employee management even after handling them off-premise.
3. Informed customers
Call centres need to keep the customers informed. Doing so, the business can reduce information lack the pain of the customer.
After all, up-to-date customers easily avoid frustration.
Coronavirus is not the first or the last virus to attack. Many viruses have attacked before and will create havoc in the time to come.
This is where every company needs to work on its planning. To avoid the business from entering a complete shutdown, it is vital to plan.
Call centres should not allow themselves to enter into a situation where handling the in-house staff becomes a nightmare. Working on the reality, plan flexibility for staff, work on the work-from-home provision, and talk about other disaster-related issues and its resolution in-house.
It is significant for BPOs to have a pre-planned idea, as they work for numerous clients and a single day of shutdown can lead to a loss in crores.
Thus planning prior is better than last-minute struggles.
5. Health plans
As every organization has health plans for its staff, outsourced call centres need to make sure that they not only have an adequate health plan for their staff but also have a plan for the staff to meet adverse situations like virus outbreaks.
With pre-planning, there is a lot that can be easily handled, thus do not avoid the opportunity to plan and act. Technology is the best guardian ready to help call centres avoid the threat of viruses, thus use it systematically.
Technology helps with greater flexibility and helps to work the same as before with masses even when working off-premise.