I wonder whether one post-pandemic change in how things work is going to be continuing the new (lower) level of call center staffing for e.g. banks and air carriers.
It's been about 15 months of "We're experiencing elevated hold times" being constantly plastered across digital channels and rather aggressively trying to move routine inquiries to apps.
And while there was certainly an actual operational necessity to limit the number of reps per floor, the vaccination progress through the U.S. should have at least U.S.-based call centers OK to operate at normal capacities by this point.
I think some firms prob choosing not to.
I think some firms prob choosing not to.
Thought inspired by a couple of interactions recently with firms where previously part of the reason to concentrate one's business was "They pick up on first ring, every time" and now they seem to be walking back that expectation materially.
Though in fairness to one of them, for the first time ever, the thing I always needed to call them to do could actually be done in exactly the way their recorded messaged tried to divert me to, in seconds, for free.
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