Software and Technology: COVID’s Lasting Effects On Call Centers

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The story of call centers at the beginning of the COVID-19 pandemic mirrored that of many industries. The understanding of the dangerous of the coronavirus sent offices scrambling as they looked to allow employees to work safely but effectively from their homes.

The call center industry also was faced with the fact that recordings are necessary to keep track of orders, make sure customer services goals are being met and utilize calls for trainings. That meant many companies either took large risks going without those vital recordings or lost time as software was being installed. That wasn’t the case for clients utilizing OrecX.

“Fortunately, our clients didn’t have to change much with our software, because our software is hybrid and supports a broad set of use cases,” said Kevin Levi, VP of Marketing for OrecX. “Unlike a lot of recording software out there that has premise-based software, cloud software, etc., ours is kind of an all-in-one solution where you want to capture calls in-house, capture calls remote, capture calls on VoIP, landline – it doesn’t matter.”

That functionality and quick-switch capabilities will be huge for companies not only as the pandemic stretches on but also as they consider their future call-center philosophies.

“Companies are recognizing that the largest cost for call centers is the cost of the agent,” Levi said. “The ability to capture those agents’ conversations and have the recording turn out in the exact same way as it did before even though they’re at home, there’s just tremendous cost-savings right now. It’s already shifted, but a continuation of agents working from home just makes so much more sense.”

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