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They want to know that your company, including your call center agents, can help them solve their problem. Unfortunately, there are a few deadly phrases that your call center agents might use that can cause customers to completely lose trust in your business.
Here are the top 3 phrases.  Nearly 100 people were infected with coronavirus in a Seoul call center, forming the biggest COVID-19 cluster to date in Seoul, South Korea.
Call centers are literally a hotspot for infectious outbreaks because they typically have large numbers of people on a single floor. Many businesses have already asked their staff to work from home to reduce the potential spread of the coronavirus amongst their employees. Last Friday, March 13, Cloudflare's co-founder and CEO Matthew Prince sent out an email to all its customers noting a 10% increase in Internet usage patterns in regions impacted by COVID-19. Peak Internet traffic has surged 30% in Italy which has had a national lockdown. If your system does not allow your employees to work from home, you have to figure out a contingency plan so you can continue to monitor your employees and route calls even when they're at home.
The worst part is that you found out about the incidents because the customers complained, not because your own managers picked up the issues.
Is it possible to find out more promptly whether your employees are complying with your customer communication standards? With technology, you certainly can. |
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