Contact Center Solution for employees during COVID-19

Overview

The Situation

The COVID-19 pandemic is a global crisis of unprecedented scale and speed. Predicting the peak and ultimate duration of the outbreak is uncertain and may differ in different places. Efforts to prevent the virus from spreading include travel bans, quarantines, event cancellations, and facility closures.

Many countries have reported the cases of COVID-19, the disease caused by the coronavirus. Some geographies have a higher number of cases, others with early community transmission are in hundreds, and those with uncontrolled, widespread transmission have thousands of cases. Organizations, governments, and communities are all countering the situation through unprecedented public-health and economic responses.

The topmost priority for any business should be to protect the health and safety of the workforce. This calls for rapid and well-informed decisions.

The Impact

Many businesses and government entities have already seen a large spike in customer contacts since the COVID-19 outbreak. Businesses and governments are increasingly asking employees to work from home or are shifting work to employees in less affected regions to maintain business continuity and handle large swings in interaction volume.

This worldwide socio-economic disruption has caused enterprises across sectors to adopt unorthodox work methods to maintain business continuity. With the situation worsening and governments restricting public mobility through lockdowns and other quarantine measures, supply chains have weakened, and trade channels have become abrupt.

The Action

At the HCLTech Contact Center Practice, it is our responsibility to ensure that we constantly help our customers overcome the challenges posed, irrespective of their magnitude. HCLTech continues to serve enterprises by establishing business continuity in this dynamic environment through the Rapid Response Contact Center solution, helping enterprises set up AI-driven helpdesk solutions in a matter of hours.

With the COVID-19 outbreak spreading at an unprecedented rate, contact centers need to act quick. In order to do that, they need a platform that is quick to launch, provides digital channel availability, conversational workflow designs, and custom integration options. HCLTech’s Rapid Response Helpdesk solution allows enterprises to establish and integrate these features in a short lead time of 2-3 days. The setup also allows enterprises to host inbound, blended chat, and outbound call termination across the globe with 24x7 support

Ensuring continuous dialogue in COVID-19 through HCLTech Rapid Response Helpdesk