Connect with us
Finance Digest is a leading online platform for finance and business news, providing insights on banking, finance, technology, investing,trading, insurance, fintech, and more. The platform covers a diverse range of topics, including banking, insurance, investment, wealth management, fintech, and regulatory issues. The website publishes news, press releases, opinion and advertorials on various financial organizations, products and services which are commissioned from various Companies, Organizations, PR agencies, Bloggers etc. These commissioned articles are commercial in nature. This is not to be considered as financial advice and should be considered only for information purposes. It does not reflect the views or opinion of our website and is not to be considered an endorsement or a recommendation. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third-party websites, affiliate sales networks, and to our advertising partners websites. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish advertised or sponsored articles or links, you may consider all articles or links hosted on our site as a commercial article placement. We will not be responsible for any loss you may suffer as a result of any omission or inaccuracy on the website.


How Customer Services Has Changed During Covid

With around 109,000 people employed by call centres in the UK, the nation was thrown a curveball when the covid pandemic hit in early 2020. 

Whilst we are used to busy call centres and customer services teams huddled in one large room, customer-focused businesses had to react and find new ways to carry out their duties without spreading the plague any further.

With this in mind, customer service teams and call centres made a number of changes to keep within covid requirements.

The Move From Office to Remote

One of the most common and key changes to emerge during covid was the shifting of the virtual office to remote customer services.

Customer service agents were required to use their own computers or handed laptops by their employers and were taking customer service calls from the comfort of their own homes.

For callers looking for information about their travel, phone bill or energy supplier, there was no difference and it was business as usual.

Some have questioned the quality of phone calls, with unstable internet connections and signal – plus the reliance of customer agents to have working computers and a quiet place to take calls.

But this provided a viable alternative until there was a gradual return to the office.

Outsourcing Customer Services

For those companies unable to handle their customer service teams, they looked for outsourcing. 

Today, there are a number of companies who can handle your outsourced customer services including basic roles of answering phones and responding to queries, to virtual receptionists, complaints handling and debt collection.

Moneypenny is one of the most established in this space, followed by All Day PA and the recent emergence of TieTa who specialise in offering customer services for the finance and health industry.

Training Via eLearning

A further change during covid was the inability to carry out training sessions for large groups. And whilst Zoom and other video conferencing tools are useful for this, it can be limited to 50 people.

Some eLearning platforms were well-equipped for this, including Udemy and Coursera, with other companies such as RQC Group creating specialist training courses for certain industries and helping employees follow compliance guidelines. 

Increased Changes in Bookings and Redirects

The covid pandemic was also a very challenging time for customer service teams, largely due to the massive increase in customer calls.

Not only were industries such as events and travel inundated with customers requesting changes to their bookings, flights and other arrangements, it was a challenge for companies to come up with new policies. For instance, firms who could not fully operate during covid needed to react with new refund policies, changes in bookings and covid specific clauses.

Furthermore, other industries saw huge uptake in customer calls too, from households finally having the time to sort out their insurance policies and wills – or whether they were frantically trying to book a grocery order through Ocado or similar.

This is a Sponsored Feature.

Continue Reading

Why pay for news and opinions when you can get them for free?

       Subscribe for free now!

By submitting this form, you are consenting to receive marketing emails from: . You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact

Recent Posts