COVID-19 and its Impact on Call Volume for Businesses

Living in a global pandemic has presented everyone with making fast changes and decisions in order to navigate an uncertain future — and that’s actually to say the least. We’ve heard a lot of stories and seen a lot of coverage about hospitals and unemployment services getting bogged down by serious numbers, but, the truth is, many businesses are likely getting a flood of calls right now.

Below, TAB Answer Network goes over how COVID-19 coronavirus has impacted a variety of businesses and industries and the way they handle and process callers.

Have you been experiencing a rapid increase in call volume? Such a situation can really bog down your in-house staff, which will quickly begin to absorb a ton of energy. Delivering anything less than stellar products and services, including call processing, will leave customers and patients with less-than-stellar stories to tell — which could end up having your business suffer negative reviews on consumer-driven sites like Yelp.

While some businesses, like event production, for instance, might experience a dip in calls and sales, other businesses, like essential services that are still available during this time of shutdown (medical, food/beverage, etc.) will experience a major increase in call volume.

It’s also important to consider the mindset of the customer or patient during these times. More than likely, whoever calls is experiencing some level of stress and/or uncertainty during this time. That’s why it’s important to adopt a “service-style” attitude if you haven’t yet. Make each and every one of your callers/customers/patients feel seen and heard.

Customers/patients/clients may also be a little more strapped for cash or liquid assets during this time, so communication with your customers during this time is essential. Getting in front of any problems before they become serious issues will help you and your customers maintain a harmonious relationship.

One way to make sure that your business is ready for the influx of calls that could be coming round the bend is to hire an impactful front office and receptionist on demand services. If you’d like to learn more about how we’ve been helping position businesses for success during prosperous and uncertain times alike since 1954. As you can imagine, our peerless reputation continues to grow with each satisfied client.

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