Check our company inside story
How Your Company Can Use Puretalk.Ai to Mitigate Economic Risks Caused by the Pandemic.
The effects of the pandemic have severely impacted many industries, leaving numerous companies without any choice but to cut costs. A large majority of the affected industries are call centers. Prior to the Covid-19 crisis, many companies adopted a work-from-home component, which was proven to be a pivotal component to their business model. Employers began to rely on work-from-home strategies in 2007 as it was an efficient tactic in providing employment for the handicapped who are not able to leave home to participate in the workforce.
The work-from-home model then transitioned into other industries such as translation services for police departments or healthcare businesses where a translator was needed in real-time. This approach was proven effective for companies by allowing them to access talented people who are proficient in numerous languages.
While the benefit of call centers has been beneficial for companies in many areas, they have become unmanageable as a result of the pandemic. With millions of Americans out of work, companies are forced to cut costs — the rise in call inquiries has more than doubled. Therefore, the need to pivot and strategize is evident to ensure adaptability. To minimize the economic risks in call center environments, companies have to make rational and decisive decisions.
Equip your Call Center with Cutting-Edge Tools
Puretalk’s virtual agents are capable of providing end-to-end customer service for more than 80 percent of all first-line inquiries, such as monotonous tasks that can be handled by our human-like virtual assistants. With 24/7 availability and responsiveness, wait times will be significantly decreased, giving customers a sense of trust and security in these dire times.
Call monitoring tools to allow managers to maintain transparency over their agents’ time despite working in separate locations. Managers can train agents virtually, drop in on live calls, or even provide silent coaching to agents through a chat-based conversation to help ensure agents are providing a consistent level of service.
With access to the call logs, managers have a wealth of data that will help determine the length of each call and the frequency at which agents are performing the calls. These tools also allow managers to see when agents are logged in if they are idle and how long they have remained on a call, and see if they are unavailable to take another call.
Workforce Management Tools
Having a complete schedule to keep your agents focus during the day is necessary for productivity. The sophisticated workforce management tools make it simple to build schedules that adhere to agent availability, manage call flow and call volume based on the number of agents available, and maintain a flexible workforce.
Post Call Customer Surveys
After each call, follow-up surveys will be conducted on the quality of the call to give managers a chance to better train, and for agents to get real feedback on their performance.
Real-Time Supervisor Dashboard
Managers will have the ability to monitor agents’ work in real-time. If an agent is on a call, managers can snoop in to verify to see if the call is being conducted with accuracy. From there, silent coaching can be provided.
In summary, the best way for employers to survive and recover from the challenges caused by the pandemic is to support their most important assets — their customers. It is also very important for employees to have the tools needed to maximize their productivity and adhere to the increase in call volumes from customers who are also facing economic challenges. Puretalk’s virtual agent will facilitate the customer-service centric workload of companies, allow agents to focus on more fulfilling tasks, all the while maximizing their profit margins.