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    How COVID-19 Has Impacted Customer Service Training

    Oct 6, 2020 1:42:13 PM Armando Castro - Executive Vice President | Chief Diversity Officer Why Outsource, Customer Care, Recruitment, Training

    customer service training during covid19

    In the face of a pandemic, working from the comfort of our home has become the new normal. The lockdown has opened new doors to innovation as everyone started to work from home.

     

    However, this new normal has also welcomed several unique challenges and severely impacted different industrial sectors worldwide. Dealing with new clientele without physically meeting them is not everyone's cup of tea. The skills everyone has developed over the years to survive in the corporate world seem relatively insignificant during the COVID-19 pandemic.

     

    The pandemic caused by COIVD-19 has affected the customer service sectors harshly. It was already a significant challenge to recruit an ideal employee who would help you grow your business through efficient customer services. Due to lockdown, it has become next to impossible to give these newly recruited employees a company-driven training to maximize their performances.

     

    These challenges faced by several organizations have made a considerable impact on the customer service sector. Some of them are as follows:

     

    New Modes of Training (e-Learning): 

     

    Giving all the new employees adequate training for their job role has become a significant challenge since the lockdown. It is impossible to judge the employee's caliber as working alongside them is not in the option anymore. Coping up with the digitalization of the entire business has become a great challenge for several companies. Everyone can't shift quickly and entirely on the digital front to offer their services. Also, it becomes a tough job to remotely train the employee to handle the premium or the company's regular accounts and clients. The company fails to provide the appropriate services and attention to its clients, thereby losing them.

     

    Adapting to the New Technology:

    Post lockdown, the entire process, and operations took a great hit. The old means and ways of doing the business no longer remained a feasible option. Several companies lost their business as they could not digitalize their business efficiently. However, those organizations who could change and adapt quickly gained a considerable market share. It also became essential that new customer service employees' training would be up to date with technology. The organizations should initially adjust to the technology's new functions and operations and thereby impart the training to streamline their customer services.    

     

    Innovative Ways of Communication:

    When the organizations ran the businesses inside the brick and mortar structure, it was easy to keep an eye on the recruit. The organization can supervise the new employees, recognize their true potential and weak areas, and train them accordingly to optimize the output. But, in the age of COVID-19, we can only connect over digital platforms. This digitalization has hugely impacted on the training aspects of the new customer service employees. Always being in touch with them digitally has become extremely important. The online communication has taken a toll on the trainers and managers and, therefore, affected their overall efficiency. 

    Neglecting customer services' importance means directly taking the risk of going into bankruptcy and losing all the business. Customer service forms a crucial part of any business. Inadequate customer services would lead to losing clients, tarnishing the brand image, and ruining the entire industry. However, good customer service would help you gain new clients, retain the old clients, and make up an excellent brand image.  

    That's where we come in. To learn more about delivering superior customer experience for your customers, clients, and prospects, email me at armando@onecontactcenter.com or call me 1(513) 510 0604.

     

    Armando Castro - Executive Vice President | Chief Diversity Officer

    Written by Armando Castro - Executive Vice President | Chief Diversity Officer

    Experienced Business Process Outsourcing Executive with 25 + years progressive experience building, Growing and leading global call center operations and 10+ years building, developing and leading high-performing recruitment teams in hyper-growth environments. Passion for creating and innovating full-cycle recruitment processes in sourcing, marketing, assessment, candidate experience and onboarding across multiple locations and functional divisions globally. Email: armando@onecontactcenter.com Phone Number: 1(513) 510 0604