Pressure on British companies is being further compounded by the closure of call processing centres throughout India.
On Tuesday 23rd March, Indian Prime Minister Narenda Modi ordered 1.3 billion Indians to stay at home for at least 21 days in order to slow down the spread of Covid-19. With many Indian outsourcing companies not set up to make the transition to ‘working from home’, this has forced high street banks and UK firms to redirect calls back to their UK offices.
Many British businesses including mobile network providers, energy companies, broadband firms and airlines are facing disruption to their services, with many at ‘breaking point’ as they struggle to cope with the increased level of calls that are now coming into their offices at a time when they are running at 25-40% capacity due to staff sickness.
High street banks have been particularly affected, at a time they are rolling out the Government’s new loan schemes and three-month mortgage holidays, the increased level of incoming calls is threatening to topple the system. It’s little wonder that callers were reporting eight hour waiting times and then being cut off as UK offices were technically ill-equipped for this level of calls.
The Indian call centre market peaked in 2011, with many large UK businesses beginning to move their call centre operations back to UK outsourcing providers amid concerns over personal data security and customer satisfaction. But even more look to be seeking outsourcing solutions closer to home as the pandemic takes hold; Virgin Media announced it is hiring an additional 500 call centre operatives in order to provide a consistent service to its customers.
Should you require additional support to help your business through the pandemic, we can help. Our UK call centres - currently working remotely - provide a range of services to help businesses drive efficiency, resolve staffing issues and reduce costs.
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