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For our clients, leading up to March 2020, we had developed an effective hybrid approach of brick-and-mortar plus at-home support on a small scale – about 5% of our business was work-from-home. This approach gave us the ability to address intra-day and intra-weeks spikes with greater flexibility.
Ensuring your customer support center is up and running, no matter what, is a daunting task and the pandemic of 2020 made that clearer than ever before. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.
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