Customer Service Amid a Pandemic: The Good, Bad and the Ugly


Ten years ago, a pandemic triggering enforced remote working could have caused outright chaos in one of the UK’s most crucial sectors: customer support.

With businesses — from banks to travel firms — depending on large, densely populated call centres to support customers, preventing COVID-19 outbreaks has required fast action and a shift (globally, not just locally) to dispersed alternatives.

It is not proving a seamless transition: outsourced call centres in the Philippines have been closed, staff numbers are down at many call centres and companies like hardware and software giant Acer have admitted services are

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