How Omnichannel Call Center Solution Helps Combating COVID 19?

Posted by Zenteno peterson on March 17th, 2020

COVID 19 pandemic has created a situation of panic and why not, hundreds of lives are lost because of Coronavirus. In some countries, the situation is very hazardous. Thus, the government has set many rules and regulations and one of them is shut down of malls, multiplexes, schools, expos, and offices, which have more than 10 people in the staff. This is going to create a situation of loss in many companies and organizations. Combating Coronavirus is necessary. The omnichannel call center solution can help in this situation. You can fight back this pandemic by using an omnichannel call center software solution. In this article, I will explain, how one can achieve this.

1. Allow remote work

All call center software solutions are web based applications. Thus, all employees can access this system via any web browser. All organizations that use this type of call center software can allow its employees and agents to work remotely. It means without coming to the office, agents can work from home and take and make calls. All features of this system allow companies assuring the highest productivity and the right use of working hours. The system will log all activities. Furthermore, the managers and supervisors can monitor the work of the employees from home.

Some call center software solutions also offer pure “Remote Agent” add-on. This add-on lets its employees log their official calls without logging into the call center solution. All numbers need to be registered in the system and employees need to have an active internet connection.

As the employees do not come to the office yet work with the full productivity, the company can reduce the infection.

2. Use the benefit of unified communication

The omnichannel call center solution supports all different types of communication channels such as:

  •          Voice calls
  •          WhatsApp
  •          Email
  •          SMS
  •          Facebook
  •          Chat
  •          Video calls
  •          Screen share

This way, the employees can take the benefit of working remotely yet stay connected. Due to COVID 19, it is not safe to have personal meetings. Thus, the employees can communicate with customers and prospects without going on the premises of the customer or prospect. The follow-ups and reminders can also be generated via any one communication channel. All the communications will be logged to give a clear indication of performance and productivity.

3. Data will be available

The omnichannel call center solution offers different features and one of them is a rich set of data. The managers and admin can see logs in real-time with the live statistics as well as historic data. The data will give all the required information to take the necessary steps. Furthermore, it will assure the efficiency and productivity of the employees.


Fighting back Coronavirus is necessary and even more necessary is taking care of ongoing work. Shutting down office might be possible, but shutting down work is not. The omnichannel call center software can be used in multiple ways to keep work going on and combat the COVID 19.

Zenteno peterson

About the Author

Zenteno peterson
Joined: December 13th, 2019
Articles Posted: 22

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