Summing up and trying to look from the outside at all the changes in order to learn the lessons and confidently enter 2021.
The crisis has challenged many companies, but it has also become a catalyst for change that has long awaited its time. With the onset of the pandemic, workloads have skyrocketed in many contact centers. Both proven and reliable solutions and risky new projects were used to cope with them and satisfy the needs of customers. What solutions have we used and what will we continue to do in the future?
- Develop a remote contact center
We started with a remote contact center development initiative in October 2019. From the very beginning, we set up a technological platform and tested information security processes, and this helped us quickly and efficiently transfer more than 39% of our staff to work from home in the first two months of the pandemic. We have continued to develop and strengthen this direction by establishing distance learning, quality control and performance management processes.
- Make support more convenient
When brands closed offices and retail outlets were unavailable, the importance of customer service in remote channels increased. The usual problem-solving algorithms have been replaced by methods of remote diagnostics and support. Therefore, contact centers especially need well-structured support processes across channels that help communicate brand values in the digital environment and maintain a community of loyal customers. To this end, when training operators, we pay special attention to the development of communication skills and solving difficult situations in the first call, so that customer support is a reflection and an integral part of the brand even in a digital environment.
- Implement self-service solutions
Constantly changing conditions have created crises of multiple appeal growth for many brands. Users wanted to clarify the situation by creating queues to wait for an answer, and service teams worked around the clock trying to answer similar questions. Meanwhile, customers are willing to seek answers to their questions on their own, via chatbots or knowledge bases on the website, if set up effectively. Rostelecom Contact Center introduces automated consultants into real-time communication — for example, chat and IVR — to reduce response times and improve work efficiency.
- Develop expertise in knowledge management
In a situation of uncertainty and constant change of input, hotline consultants need a single resource to search and exchange information. At Rostelecom Contact Center, we use a proprietary tool for these purposes – a knowledge management system that allows you to quickly find the information you need. A professional team of analysts, content managers and trainers is constantly working on the convenience and updating of information. Having a strong support team allows us to provide high quality content in the knowledge base and minimize operator errors.
- Constantly invest in staff
The main resource for a contact center is people. With the beginning of the massive transition to remote work, it became especially important to retain a team of professionals, to rally and maintain a team spirit, therefore, from the very beginning of the pandemic, we launched courses to improve remote team management skills for managers of different levels, throughout the year we conducted engaging marathons and contests, joint online training, entertainment for employees and always in touch with each other.
2020 has brought significant changes to our daily life and taught us a lot. What lessons has your company learned?