Online Course of Customer Service - Module 2 - Telephone service protocol in VUCA environment

The sudden incidence of the COVID-19 is forcing companies to make decisions at a dizzying rate in order to continue offering quality services to their clients without forgetting to take care of their employees. Companies must offer training resources to ensure the proper functioning of their contact centers and to promote the working environment of their employees. Likewise, they should focus on how to create quality experiences in the company-customer relationship and absorb the growing volume of tasks. A situation as challenging and unprecedented as the current one requires quick action.

In times of crisis, contact centers are essential. When looking for answers to urgent and complex problems, customers prefer to interact with people:

• 57% of customers chose calls as their first option, within the available channels, in order to manage, reason, negotiate and/or solve their queries with the Customer Service hotline.
• 58% of customers prefer to resolve their urgent issues through the help desk as opposed to other available channels.