Guest Post: 4 Questions Your Call Center Employees Will Ask You During Crisis…And How to Answer Them

This week we feature an article by Chloe Sesta Jacobs, Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19.

Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different. Traditionally office-based, many call centers are beginning to adopt remote working policies, and those companies that may not have operated call center facilities previously are opening up new lines of communication.

The good news is that, despite an initial panic, many organizations are taking action. They’re moving their staff to home offices to minimize the spread of the virus, and some are even setting up dedicated COVID-19 call center facilities to provide customers with additional ways to get in touch. These businesses are demonstrating that, in times of crisis, they can adapt quickly for operational continuity. But what many are overlooking is the fact that staff will have questions. And they want them answered.

So what exactly are your call center staff most likely to want to know during times of crisis? And more importantly, how can you answer these questions and ensure your staff has the information they need?

Let’s take a look…

1. How Will I Manage Increased Call Volumes?

Perhaps the biggest worry for your call center staff during times of crisis will be the potentially higher call volumes that they’ll be receiving. It’s essential that your staff feel supported during uncertain and challenging times, and that they have peace of mind that you have the tools you need to manage round-the-clock customer support teams accurately and efficiently. This may mean using digital solutions like automated callbacks and online chatbots, or integrated scheduling tools that optimize the value of call center staff and ensure the right agents are on hand, at the right time, to effectively handle capacity.

2. What Should I Tell Customers?

Your call center staff will need to know if there are any changes to standard business policies, such as changes to refunds, cancellations, or credits. However, it’s important that agents know that how they communicate during a crisis is equally as important as what they communicate. Insights firm McKinsey suggests that 64% felt depressed or anxious throughout the first few weeks of the COVID-19 pandemic. At these times, it’s human instinct to crave calmness and stability. It may be useful to create scripts so that your agents can speak with a unified voice and represent your brand as ready and prepared.

3. Who Can I Rely on for Help?

Your call center staff are accustomed to working in a collaborative environment. If they’re suddenly finding themselves working independently from home, they’re going to want to know who they can rely on for help and support with difficult cases. If possible, empower agents to make higher-level decisions to satisfy customer needs and concerns. Also, consider generating official documentation to be published online that your agents can direct callers to in order to see your company’s official response to the crisis. Finally, utilize communications tools that ensure you’re available when your team needs you the most.

4. Am I Doing a Good Job?

The answer to this question will be different for every agent. But the truth is that it’s an important question that your staff are likely to want an answer to. It’s reported that agents find it difficult to know if they’re doing a good job at the best of times, never mind during crisis. So use the crisis as a chance to review each approach, look at what’s working and where there’s room for improvement, and consider what changes could be made to help the business be better prepared to meet customer needs in challenging times. Convey this to your staff so that they can always be working to the best of their ability.

Growing from Crisis

During times of crisis, it’s natural to want to protect the business. But protecting the business means protecting your valuable human resources, and ensuring they have everything they need to do their job effectively. While things may be uncertain, one of the most effective ways to care for your staff at times like this is to be transparent, to answer their questions openly and honestly, and give them the tools and the information they need to succeed. Crises are challenging, but they also highlight the strength, power, and capabilities of your team. Embrace the chaos, and watch your team grow from the unexpected.

Chloe’s why is people; she gets her kicks from intensifying the purpose and exploring the potential of those around her. She works as Head of People & Culture at Deputy, a robust scheduling software that can be used to manage your workforce in a wide variety of different industries.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Read Shep’s latest Forbes article: Post-Pandemic Predictions – June 2020