It would be a difficult time for an outbound call center no matter what year it was, but the fact that we find ourselves in the midst of several national initiatives that seem to put undue stress on the workers at call centers raises the stakes.
Every company has a breaking point where it pushes its staff too hard, and it's not worth figuring out exactly when that is.
To the rescue comes call center outsourcing, which can be a very important and helpful way to keep the pressure off of your in-house customer representatives. News 10 recently reported on the overtasked members of Covered California, who have been swamped with year-end enrollment requests.
The local union has become involved, as well, reacting to numerous issues that it says it has recorded having happened at this one particular center in that state. The main problem stems from the fact that this service center is making these operators work overtime to accommodate the unusual amount of work they have to respond to. One worker apparently even compared the environment to prison.
It's not the only center in the country that's extending its hours, either: Kentucky is apparently mandating that its workers respond to claims on Sundays in this month, from 9 in the morning to 4 pm.
The pressure that any major provider feels, especially in health care, can gather and mount throughout the year until it seems like there are no other options. But, with call center outsourcing, you can stay well-balanced and avoid clashes with the live workers you've built up over the years.