Impact of covid-19 pandemic
The Czech business services centres were able to react to the COVID-19 pandemic with a quick transition to remote work. 93% of the centres report positive or no overall impact of the pandemic on their operation. Furthermore, the surveyed centres showed only a marginal concern about the COVID-19 impact on their delivery operations.
The smooth transition of the business services centres in the Czech Republic from the office setting to remote work enabled not only service continuity but also brought new business opportunities for 37% of the Czech centres. 19% of the surveyed centres report additional accounts or workload now serviced from the Czech Republic.
Examples of new business opportunities reported by business services centres
1. Accelerating digital transformation
2. Supporting new processes
3. Gaining higher volumes
Source: ABSL Survey: Current Impact of Quarantine and Lockdown Measures due to COVID-19 (Published April 2020)
“The sector did not have to reduce its activities in any way, like most other areas of the economy, and on the contrary, it recruited new people. The security and stability of customer service then attracted a growing number of applicants and significantly reduced the turnover of existing employees. The fact that some call centres, such as Comdata, offered help to government emergency lines 1212 and 112, which began to collapse very quickly under the onslaught of inquiries, also contributed to this. It is this preparedness to help in the crisis that has increased public awareness of call centre activities and, with it, interest in vacancies.”