Inbound Call Impact During COVID-19

COVID-19 presents many challenges across all industries. From revolutionizing the way children go to school to consuming the lives of those who are considered essential workers, the effects of this coronavirus have been long-lasting and significant. 

A Comscore study conducted early on in the pandemic saw a 50% increase in mobile phone usage by consumers. For inbound marketers, navigating the way in which remote work and unexpected shifts in consumer behavior are impacted by COVID-19 is a challenge in and of itself. 

Mobile users spent 1.6 trillion hours on devices in the first half of this year as COVID-19 lockdowns began to keep consumers at home. Many marketers leveraged this trend by increasing  mobile ad placements by 70%. 

The Effects of Changes in the Call Space

The increase in consumer activity was no exception for the insurance marketing space. Mobile usage inevitably has led to an increase in call leads and a few shifts in the way those leads should be nurtured as well. 

According to a March report from Verizon, the network saw a 50% increase in phone calls each day at the onset of the COVID-19 pandemic and lockdowns. Out of the 800 million wireless calls made each day, many companies were not prepared to adjust to such an influx. 

Beyond many in-office agencies and teams having to adapt to new remote working conditions, the result COVID-19 has had on inbound call marketing has put sales and customer service reps under a pressure they are not used to or have never experienced. It’s important for businesses to consider certain shifts that are necessary to not only better accommodate their employees but ultimately their customers as well. An under-staffed company with overwhelmed employees could lead to longer call wait times for customers and poor client satisfaction. 

A Few Solutions to Consider

While COVID-19 has brought on a storm of economic decline and unforeseen circumstances, advancements in artificial intelligence and automated software have fortunately served as a stable covering away from the downpour. 

Relieving some of the pressure on your overwhelmed staff can be achieved through investing in software that allows your business to operate more efficiently. For lead generators, in particular, an advanced system that serves to qualify and route leads appropriately can be a great asset in saving time and alleviating some of the stressors your employees are experiencing. 

Using an advanced, multi-level IVR allows for increased customer service efficiency, overall customer satisfaction, and a more efficient workflow by gathering the information that you need from the customer through pre-recorded voice prompts before routing them to a rep. 

Also Read: What is an IVR and Why Does Your Business Need It?

Additionally, focusing your efforts on providing support outside of the call space could result in more productive phone calls with customers as well. By deploying customer service tools such as a live chat feature, your customers will have another line of communication with your business. In the time of increased call volume, it is important to make sure that no customer interaction is left behind, overlooked, or unsatisfied. 

Find out how Phonexa can help your business with call lead management today!