Positive team morale is an important element during a national crisis. While most people are distressed, it is the leaders’ role to keep the business foundation stable, its staff morally sound, and operations smoothly.
There is no doubt that the COVID 19 pandemic has changed the lives of people living in the United States and around the world. With stay-home orders nationally, many small businesses are left with having no choice, but to lay off staff.
However, some businesses, like Ansafone Contact Centers, have played a massive role in helping meet human needs and helping with the morale of staff during the COVID 19 crisis. There are three ways call centers can aid your staff to maintain morale:
- Acting as a Trusted Outsourcing Resource
- Being a Calming Force
- Hiring Laid-Off Personnel
All three functions are described in more depth below.
Call Centers as a Trusted Outsourcing Resource
The people of the United States have been heavily impacted by the outbreak of the coronavirus. They are often looking for answers about what they should do or what to expect. For this reason, each state in the union and the federal government have hotlines to link Americans up with the help they need during the COVID 19 pandemic.
Call centers are aiding in the battle of the coronavirus is to be a resource for hospitals and government offices who need to disseminate substantial amounts of information. During the COVID 19 pandemic, calls need to be fielded, linking people up with the services they might need which can greatly boost team morale.
Call centers are a vital link in the chain between callers, medical, and health resources, that are in need of help. They do this by acting as a hotline fielding questions about the virus, medical treatments, emergencies, testing, and more.
While these hotlines manned by call centers cannot provide clinical advice, the staff can still answer calls about coronavirus testing, prevention, and testing. Thousands of calls come into these call centers each day. People are asking for assistance in understanding the coronavirus. When these callers are given the respect they deserve, the morale of each caller is preserved.
Call Centers as a Calming Force
Call centers today often find themselves receiving calls from people who are sick or frightened during the COVID 19 crisis. The customers are looking for help in locating testing facilities and other needs they have for themselves and their families.
The staff of call centers is trained to respond with empathy and compassion plus having received training in active listening. By not only fielding calls but also becoming sounding boards for their customers, the staff of a call center can ease the suffering of callers.
Because they are a friendly voice on the other end of a telephone line, call center staff have become a source of comfort and support during these trying times.
Team Morale – Hiring Laid Off Personnel
Some businesses, such as those that handle taking reservations for events, have been impacted by the COVID 19 pandemic. No longer are they able to set up events for their customers as the stay-at-home orders do not allow for gatherings of more than ten people. To add to their problems, all the venues they would typically call to make reservations for their customers have shuttered their doors.
When these businesses find themselves left out in the cold, they find themselves facing the need to lay-off their staff, a painful prospect. The employees of these businesses know they are in trouble, and their morale drops to nearly zero.
Because a small business owner may not be equipped to handle high volume calls, they will need a call center that can. That is, the benefit of pairing up with a call center helps because these businesses tend to be larger and have more resources such as professionally, trained agents and scripted calls and advanced technologies.
How Ansafone Can Help Your Business
During this time of national crisis, such as the COVID 19 pandemic, more than ever before, businesses and their employees are working from home. As an award-winning call center and BPO provider, Ansafone Contact Centers can provide world-class customer experience and outsourced BPO and omni-channel services during the pandemic and beyond.
By outsourcing to Ansafone, your premier call center solutions provider, our trained agents can offer flexible 24/7 coverage that is professionally handled by our trained staff.
Our staff is also fully trained in HIPAA- compliant text messaging, and Ansafone Contact Centers offers bilingual services.
How Ansafone Can Help Team Morale
Ansafone Contact Centers is an award-winning, BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omni- channel services, fully-equipped to help you in business and any special circumstances.
Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.