Distribution of services within the call center and Covid 19 – a case study
Keywords:
Covid-19, economic crisis, call center as a sales channel, risk managementAbstract
The considerations presented in the paper concern the impact of Covid-19 on sales possibilities in
the pre-paid system and development perspectives of the researched business entity. As part of its operations,
this entity is responsible for the supply of fuel to nearly 4,500 customers conducting business operations
throughout Poland. The study was carried out by means of the method of quantitative analysis of economic
data. The acquired data constituted a closed set of 518 479 contacts collected as a result of reporting the work
of the call center department. The purpose of the paper is to analyze the impact of the Covid-19 pandemic on
the possibilities of acquiring new customers by the entity that sells pre-paid fuels and the prospects for its future
development. The analyzes allowed showing the relationship, before and after the introduction of socioeconomic restrictions, between the number of sales contacts made and their effectiveness. It was proved that
lockdown caused changes in the scope of managing executive operations within the call center of the entity.
This, in turn, affected operational and management decisions at both ownership and management levels.
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