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Say “frontline” in the current climate of coronavirus and you think of health workers, supermarket staff or other workers providing essential services. Chris Ford looks at customer service staff who usually operate from bustling call centres and examines ways to make sure working from home doesn’t demotivate.
Excellent customer service is paramount in business. The coronavirus epidemic will most likely mean frontline customer service staff having to deal with more enquiries – less routine enquiries in many cases – with fewer staff to handle them. This can create an extremely stressful environment for employees.
On top of that, many call centre staff are now working from home or practising social distancing, creating further challenges and barriers for employees and employers to overcome.
Now, more than ever, employers have to think about how to keep call centre staff motivated to continue providing great customer service. After a crisis, people remember the brands and the people that supported them.
Keeping morale up
Call centres tend to be busy environments that are often bustling with energy, something those working from home may struggle to adjust to. Whilst those still in the office may feel added strain. It’s important to find ways to keep a sense of culture, despite the fact that staff are dispersed and communicating with each other less frequently.
While employees who are working from home may not be able to go for after-work drinks or have