However, some essential concepts need to be taken into account as you are making these plans. In this article, we will look at three critical factors to consider when developing your operational plan and making decisions about the upcoming future of your business.
Everyone is Eager to Move On
After the lockdowns began to lift, it became quite evident that people wanted to move on and put this pandemic behind them.
Unfortunately, COVID-19 is here to stay for at least a little while longer and as a society, we are forced to acclimate and improve with new conditions. People do seem eager to continue with their lives even if it means adjusting to a ‘new normal.’ Learning what changes have to be made to their new routines and how their standard way of life can be achieved has not slowed the majority of Americans. Business continuity, system improvements, and better communications are all part of moving forward with confidence.
Seeing that the public is ready to accept the necessary changes is a good thing for most businesses since almost all have had to change at least some part of their operations to deal with the latest restrictions and regulations. Companies should not be afraid to make the changes that need to be made but should communicate them thoroughly to their clients.
Additionally, removing mentions of COVID where unnecessary can also help alleviate any “COVID burnout” that some people seem to have developed after the many months since the start of the pandemic
Prepare for Questions
As business continues through the rest of 2020 and likely through at least most of 2021, companies should expect to be inundated with clients’ questions. Whether it is about new policies, hours of operations, or detailed questions about delivery or services, clients will be asking many more questions than average. Your customer service department must be prepared for this increase with availability and answers.
Many companies are now looking to outsource all or part of their customer service to prepare for this. Ansafone Contact Centers offers various services that help companies focus on their daily operations rather than fundamental questions from concerned clients.
One popular choice is live chat services. When used as part of a comprehensive omni-channel communication plan, live chat provides your customers with an option to get their questions answered instantly.
Plan for Long Term Changes
While ending COVID-19 is on the top of everyone’s minds, the fact is that it is not likely to go away anytime soon. It will take some time before the medical community can sufficiently isolate the virus and for a vaccine to become widespread.
With this in mind, changes that we have seen in our communities, such as the use of masks, additional cleaning, and a general concern about the transmission of germs in public spaces, are likely to outlive the COVID-19 virus itself. As the public’s understanding and perception of disease transmission changes, we can expect to see a different consumer mindset for many years to come.
Any policy or operational change that your company is going through or planning in the future should be considered long-term. If longevity is designed from the start, it will not only help the business make the proper decisions but will also cause the least amount of change and confusion to your clients.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning, BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omni- channel services, fully-equipped to help you in business and any special circumstances.
Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.
