The Coronavirus pandemic caught many companies off guard. Few businesses were prepared for the immediate necessity for homeworking, and many have found themselves making do with limited functionality whilst working remotely. With a future of staggered lockdowns on the horizon, BPOs who do not have the technology to enable flexible homeworking without compromising on functionality will lose out to competitors who can maintain exceptional service standards independent of agent location.
COVID-19 came as a shock to many BPOs, who found themselves having to develop makeshift homeworking solutions almost overnight, in order to continue operating. The challenge of working with low-functionality remote contact centre technology was further exacerbated by the dramatic increase in contact traffic caused by the pandemic. Unhappy customers, uncertain about how the global situation would affect the status of their recent transactions, flocked into contact centre queues. Legacy, on-premise infrastructure simply could not scale to meet these levels of demand.
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