Your COVID-19 Call Center and How To Prepare for It!

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When it comes to running your business during the COVID-19 Pandemic, there are many obstacles to overcome. Luckily, Endicott Call Centers is here to help you handle all of your inbound and outbound calls by utilizing our US-based and technologically advanced call centers.

Outsourcing your calls to Endicott removes the stress of handling calls directly in your office. This frees up your staff to focus on other tasks. This can be especially important if your staffing is cut short due to social distancing concerns or illness. Our agents handle your call regardless of volume or difficulty so that you don’t have to worry about covering your phones.

Help Eliminate Staffing Concerns

During this pandemic, one of the most difficult aspects of running a business is staffing issues. Sick and quarantined staff members can cause unsuspected staff absences, which increases the workload on other employees. The added stress of less staff and having to cover calls, which may or may not be part of their daily tasks, can negatively affect productivity and satisfaction.

Another aspect is reducing the number of staff in the office to reduce the risk of contamination and abide by social distancing guidelines. By lowering the number of employees that are coming into the office, you can help keep you and your staff safer.

At Endicott, we also understand the need to keep our employees safe and are conscious of the health and safety of our agents. Endicott utilizes Work-at-Home Staffing, which allows our agents to take calls in the safety of their own homes. Our call centers have the technology to allow the agents to work remotely with the same quality and effectiveness as if they were in the call center.

Endicott can take the initial call and determine who amongst your team the call needs to be routed to and connect them seamlessly. This is a great option to allow staff to work from home and still take calls coming into the office.

At Endicott Call Centers, we have the ability to scale up and down to meet any call volume at any time of the day. We have the available agents to provide coverage regardless of the situation, and we have multiple call centers in the US, which provide us even more flexibility to ensure coverage. The additional staff and coverage flexibility falls on Endicott, meaning you don’t have to concern yourself with the worry about adequate staffing to cover calls.

Preparing To Outsource Your Calls With Our Call Center

After you decide to outsource to Endicott Call Centers, you will choose the plan and services that work best for your company. You will then work with our staff to customize the call scripts that our operators will use when handling your calls. This customization allows you to control how your customers are treated on each call.

Another important step is deciding what services are best for your company. Endicott offers many services, each providing a different level of service or intended to address a specific need. Some examples are:

24/7 Services: Our operators are available to take calls all day – every day, including holidays. We can handle scheduling, routine calls, and emergency assistance. Our agents are also trained to document every call in detail, so you always know what is going on with your customers.

Live Chat: Live chat services allow customers who are interacting with your site and have questions to get an immediate response. Customers can chat live with our agents 24 hours per day, 365 days per year.

Overflow: Even if your business has multiple staff taking calls, there may be times when there are too many calls coming in at once. Endicott can take overflow calls to make sure no call goes unanswered. Your customers will never know they are not talking to your office directly.

After-Hours Answering Service: When customers call after business hours, it could be an emergency. We can dispatch to your service partners to make sure your customers get the help they need. This includes weekends and holidays. If it is not an emergency, we can log the call and make sure you get the information the next business day.

Call Center Continued Support

As we come through this crisis and finally see it come to an end, Endicott will be there as you ramp your business back up and look towards the future. Endicott offers a variety of services to support your business during both regular business operations and during an emergency.

Disaster recovery is a vital component of any business’s contingency plans. Our team at Endicott Call Centers has vast experience in disaster recovery with many decades under our belt. We are known for having supported FEMA during Hurricane Sandy. It is important that your business remains stable with continued call center services and be equipped with a technical support team. Endicott is capable of providing this stability and allows you to focus elsewhere.

Once your business gets back up and running, Endicott is still there for you and your customers. Our agents are dedicated to helping you grow and expand your business and provide high-quality customer service along the way. Let us put our technologically advanced and call centers and nearly decades of experience to work for you.

How Endicott Can Help

Endicott Call Centers is a national call center with omni-channel services. We are fully equipped to help you with your business and any special circumstances.

Request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. And, we’re happy to offer our insight into what your customers seek from your company.