Guest Post: 4 Questions Your Call Center Employees Will Ask You During Crisis…And How to Answer Them

This week we feature an article by Chloe Sesta Jacobs, Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19.
Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different. Traditionally office-based, many call centers are beginning to adopt remote working policies, and those companies that may not have operated call center facilities previously are opening up new lines of communication.
The good news is that, despite an initial panic, many organizations are taking action. They’re moving their staff to home offices to minimize the spread of the virus, and some are even setting up dedicated COVID-19 call center facilities to provide customers with additional ways to get in touch. These businesses are demonstrating that,