The uncertainty caused by the COVID-19 pandemic has resulted in increased call center volumes for many companies, with some industries more affected than others. The increase in calls paired with an entire call center workforce working from home has caused business continuity issues and a lot of customer frustrations as they are forced to wait longer than ever
One industry being heavily impacted by the increased call volume is the healthcare industry, including hospitals and insurers. But, there are two large problems that hospitals and insurers are facing that prevent them from creating an exceptional customer support platform and effective call center operation.
The first issue is that healthcare is a regulated industry, so there are stricter data confidentiality laws, thus limiting them on many fronts. The second issue is that patient data that providers use to give better care are spread out across disparate systems that don’t talk to each other. Take all of these issues, and then add a global pandemic that forces your workers to be remote, and now you are facing an unprecedented challenge.
Now that we’ve helped several organizations enable their remote workforce, and create a business continuity and disaster recovery plan, I have a few things to share that can be helpful for you. Here are my recommendations for navigating this extremely tough time and launching an effective remote call center operation, quickly, securely, and effectively.