As the Coronavirus pandemic affects the way we do business, clear, up-to-date messaging on your Call Center phone system is essential.
The global Coronavirus pandemic is changing the way businesses operate, and many companies are shifting their Call Centers to a remote work environment. And while this should be hailed as the right thing to do, it’s also creating new challenges for companies as they scramble to enable employees to work from home and ensure calls are properly routed and handled.
One of the most powerful tools businesses have to communicate with callers right now is the messaging capabilities built-into Call Center features such as IVR & Call Queue. Using these capabilities in the right way will effectively help to lighten the load for agents, reduce caller frustration, and serve customers faster.
We’re sharing our best guidance and actions you can start doing today on how you should set up your phone messages and system features to be more responsive and helpful to your callers during COVID-19:
Set Up Agents to Work From Home
Cloud phone systems have been game-changing for businesses of all sizes and industries, and Call Centers can use COVID-19 to put remote work at home capabilities into action. This is a major benefit to both the employees and your Call Center as a whole, as having on-site workers could mean taking extra precautions in sanitizing phone equipment throughout the day and in between shifts. Many Call Center employees have already voiced concerns about working in a “giant germ pool.”
What’s more, the number of people going into self quarantine due to possible exposure continues to rise. This not only leaves you short-handed but also increases the risk of one employee infecting dozens of others before they realize it. In fact, a Verizon Call Center in South Carolina recently had to close for deep cleaning after one of its employees tested positive for COVID-19, and other Call Centers should start preparing for a similar reality.
Using a cloud phone system, agents should be able to seamlessly set up at home with the right equipment. Call Center managers can have their agents log into their Call Center software remotely, and doing so could be in everyone’s best interest until the pandemic is over.
Prepare Your Callers For Potential Changes to How You’re Doing Business
The effects of the Coronavirus is creating a lot of firsts and many of these changes greatly impact the Call Center experience. Anxiety levels are high. Wait times may be longer as a result of higher call volume. Fewer workers are available due to illness, and agents who are working from home may have additional background noise the callers will hear.
During these times, it is critical to provide as much information as you can to your callers as quickly as possible. Today’s cloud Call Centers allow you to create IVR, In Queue, and On Hold Announcement features to provide your callers with important information and prepare them for any changes they may experience. Here’s how:
If you can anticipate the reasons people are calling, answer their questions right away using your phone system messages! This not only provides them with quick service, but also frees up your agents’ time for other needs.
Snap Recordings is Offering Free Pre-Recorded Messages & Free Rush Delivery on Custom Covid-19 Orders
The outlook on COVID-19 is rapidly changing each day, and Call Centers depend on timely communication and up-to-date information to better serve their callers. And at Snap Recordings, we’re standing by ready to help.
We’re offering free rush delivery on all custom phone messages related to COVID-19 to allow Call Centers to continue serving their employees and customers.
In addition, we’ve also pre-recorded several IVR, On Hold, and Voicemail greetings that you can download for free and start using now — click here to preview and download. This is an excellent tool to improve your caller experience in minutes while you wait for custom messaging.
Last but not least, we’ve also created some example phone scripts you can customize to fit your Call Center in the section below.
Example Phone Scripts for Call Centers to Use During Covid-19 Pandemic
Communication is always critical in a Call Center, but these are unique times we’re living in, and clear messaging is even more essential than it ever was. To save time in preparing your Call Center phone messaging, we developed a some example scripts you can use to streamline your Call Center messaging strategy:
Call Center Queue Messages
1.1 Longer Wait Times IVR Message (64 words)
Thanks for calling [Company]. As the impact of the Coronavirus grows, we are doing our part to ensure employee safety with minimal business interruption. Because of this, you may experience longer wait times. Rest assured, we are committed to maintaining the same level of service and security through this time. For more information, visit us online at w w w dot xxxxx dot com.
1.2 Closing Early (59 words)
Thanks for calling! Due to imposed curfews, [Company] will be closing at X o’clock to comply with local regulations. If you are calling after this time, please press # to leave a message and we will return your call the next business day. Or visit our website at w w w dot name dot com for answers to your questions.
Call Center On Hold Messages
2.1 Background Noise (59 words)
During the COVID 19 pandemic, [Company] agents are working from home, which means you may hear additional background noise during your call. We try to keep noise to a minimum, and we appreciate your patience and understanding during this time. If you prefer, you can use our self service features online at w w w dot name dot com.
Call Center Voicemail Messages
3.1 Teleworking Voicemail Message (60 words)
Thanks for calling [Company]. All of our employees are currently working from home in an effort to reduce the spread of Coronavirus. Leave us a message with your name and best contact number and we will return your call as soon as possible, or send us an email at name AT company dot com. Thanks again for your ongoing support.
Hospital Call Center Messages
4.1 No Outside Visitors (63 words)
Thank you for calling [Hospital name]. To help prevent the spread of COVID-19, our hospital is no longer allowing visitors in any in-patient areas at this time. We apologize for the inconvenience and hope that our actions to limit the spread of germs will help to protect our patients and staff. For updates, visit us at w w w dot Hospital dot com.
4.2 COVID-19 Testing Requirements (84 words)
If you believe you are showing symptoms of the Coronavirus, please note that [Hospital name] may not be able to administer a test. Our tests are in limited supply and will only be given under certain circumstances. We give priority to older symptomatic adults, patients with underlying medical conditions or compromised immune systems, and patients who have come in close contact with someone who has tested positive for COVID-19. For a complete list of requirements, go to w w w dot hospital dot com.
4.3 Elective Surgeries Postponed (68 words)
Please note that [Hospital Name] is postponing all elective surgeries at this time to reduce potential spread and exposure to COVID-19. Urgent and emergent procedures will continue as needed. We will continue to evaluate this decision as the Coronavirus situation evolves and are making every effort to reschedule elective surgeries as soon as possible. Get the latest updates from Hospital at w w w dot Hospital dot com.
Retail Store Call Center Messages
5.1 Stores Temporarily Closed (74 words)
In accordance with local and national recommendations, all [Company] locations will be temporarily closed until further notice. We’re doing our part to encourage social distancing and prevent the possible spread of the Coronavirus. We appreciate your understanding during this time and look forward to seeing you in store as soon as possible. You can email us at name at Company dot com or visit our website at w w w dot Company dot com.
5.2 Extended Return Policy (72 words)
In response to the growing Coronavirus pandemic, [Company] has closed our stores to protect our customers and employees. To reduce its impact on our shoppers, we’re extending our return policy from [number] days to [number] days from the date of your purchase. For more details, view our temporary return policy at w w w dot Company dot com forward slash returns. We appreciate your business and look forward to serving you again.
Travel-Related Call Center Messages
6.1 No Change Fees (59 words)
During the Coronavirus pandemic, we understand if you no longer wish to make your scheduled trip. That’s why [Company] is waiving change fees so you can rebook your trip for a time when you can enjoy it worry-free. Please contact your agent directly if you need assistance, or visit our website at w w w dot Company dot com.
6.2 Rebooking Your Trip (59 words)
If you’re scheduled to travel before [DATE or MM/DD/YYYY], [Company] is happy to honor the value of your trip if you don’t proceed as planned. You can simply call our Reservations department when you’re ready to rebook and we’ll be happy to help. For more information, visit our website at w w w dot Company dot com.
Food & Restaurants Call Center Messages
7.1 Extra Precautions (78 words)
Cleanliness and quality have always been top priorities at [Company], but during COVID-19, we take our responsibility to you even more seriously. That’s why we’ve implemented additional precautions in all of our restaurants, including increased cleanings, employee training, and contactless delivery. See a complete list of our precautions on our website, at w w w dot Company dot com. It is our goal to continue serving communities during this critical time and look forward to seeing you soon.
HR Call Centers for Employees
8.1 Taking Care of You (53 words)
Our employees take care of [Company], and during COVID-19, we’re returning the favor. We’re encouraging employees to work from home whenever possible and are offering extended paid leave should your store temporarily close. You can reach out directly by emailing name at Company dot com. Or see your local manager for more information.
8.2 Paid Leave (75 words)
To limit the spread of germs to our customers and other employees, [Company] is asking employees to stay home if you are feeling unwell. You will be compensated and your absence won’t count under the normal attendance policy. View these changes online in full online at w w w dot Company dot com forward slash Covid dash one nine. We want to ensure the safety of our customers and team members and appreciate your cooperation.
Feel free to use these messages in their current state or edit them to fit your Call Center’s needs. Take advantage of our free rush delivery for custom COVID-19 messages, as well as the pre-recorded generic phone messages that you can download for free and start using immediately.
The more responsive you can be, the better experience you’ll be able to deliver to your callers and agents.
