How ProcedureFlow is Helping Contact Centers Adapt in Times of Crisis

A picture of an agent helping another agent from a falling floor

Contact centers are taking a major hit with every change that has come with COVID-19.

They’re dealing with challenges like transitioning thousands of agents to work remotely, adjusting their training program to onboard new employees from home, and adapting to a massive increase in call volume.

During this chaotic time contact centers are turning to ProcedureFlow to help ensure that their agents are informed, supported, confident and calm, and that customers still receive the same quality service they expect.

Below we’ve shared 7 different ways organizations around the world have leveraged ProcedureFlow to make this difficult time a little bit easier for their employees and their customers.

1. Quickly Building Emergency Scripting for “Nonstandard” Messaging

The usual processes and/or scripting your team is comfortable with often requires dramatic changes during a crisis.

Quickly adapting your processes for agents will help keep them informed and create consistency in your customer experience.

2. Adding Bulletin Boards to Agents’ Home Screen to Reinforce Updated Information

The COVID-19 pandemic has lead to changes occurring on a daily or sometimes even hourly basis, and it’s not easy for agents to remember every new piece of information that comes their way.

Having a section on the home page for employees that’s quick and easy to update with new information is a great way to keep everyone informed as each new change arrives.

Also, it’s not just a great place for daily updates, it’s also a great place to use images or visuals to catch agents’ attention, or include motivational quotes to keep agents engaged.

3. Ramping Up Additional Support Staff Where Required

With a huge increase in call volume, contact centres often need to quickly bring on additional staff, and don’t have the usual luxury of having four plus weeks to train and onboard them.

To help train employees faster and smarter, contact centres are leveraging visual call flow technology and scripting software.

By giving additional staff access to the knowledge and expertise of tenure agents, they can start work sooner with confidence.

4. Documenting New Emergency Processes

Ensuring your emergency processes are well documented and easy to find is absolutely critical for keeping agents informed and maintaining consistency.

ProcedureFlow enables contact centres to quickly build emergency call flows and messaging and make it accessible to everyone.

5. Cross-Training Agents

Aside from onboarding additional staff, contact centres are teaching existing employees new skills to accommodate changes in call volume.

By leveraging scripting software, organizations are able to provide guidance for agents who are performing new tasks for the first time.

6. Getting Staff Ready for Work Without Their Regular Support System

Contact centre leaders are doing their best to ensure agents are supported while working remotely. But the reality is, at home agents won’t have their neighbours or team leads to shoulder tap and ask questions.

Giving agents a visual guide to handle every type of contact scenario at their own pace ensures they are confident and feel supported even when they’re working remotely.

7 Building Emergency Call Flows for Staff That Aren’t Fully Trained

Many contact centres are currently putting staff on the phone that received little or no training.

Giving them specific call flows with a little more detail will help them learn quickly and assist customers with confidence.

Author: Robyn Coppell

Published On: 3rd Jun 2020 - Last modified: 19th Jul 2022
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