Telephone On-Hold audio blog
How have interactions changed since the strike of COVID-19?
It has been more than 100 years since the emergence of a pandemic comparable to COVID-19. This virus has brought severe disruptions not only to the economic field, but also to our social and daily lives; what would have seemed completely alien a little over a year ago is now the “New Normal”. The same can also be said for businesses, who have had to take unprecedented measures to stay afloat. Many companies have focused on the A (action) and R (retention) of the AIDA(+R) model. In its simplest form, this can be achieved by building a brand reputation and retaining customers.
During times of uncertainty, people inevitably seek reassurance by turning to businesses for help and advice. The pandemic is proof of this very clear change in customer behaviour with companies reporting a tripling in calls since March 2020.
This of course has a knock-on effect - the combination of unpredictable spikes in demand combined with increased staff absence due to sickness had a significant impact on contact centre’s KPIs; average waiting times increased from an average of 3-6 minutes to more than 10 minutes. Abandonment rates also increased from 2-5% to over 10%.
We can also not overlook our increased reliance on technology during this time. The proportion of employees reporting to work exclusively from home increased from 5.7% in January/February 2020 to a staggering 43.1% in April 2020. As you could guess, of those who switched to remote working during that time, 86% did so as a direct result of COVID-19. As a consequence of these shifts in our working patterns, virtualised call centres have been a growing trend facilitated by the cloud.
Whilst there is now a light at the end of the tunnel and we will slowly reintroduce face to face contact (in both social and business contexts), our enormous reliance on virtual communication is unlikely to dissipate any time soon, as is people’s increased reliance on businesses. It is therefore paramount to maintain the same standards of non-physical customer service as we navigate post-lockdown life.
Sound Marketing can help you stay connected with your customers.
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