Regardless of where you live, we’re all
experiencing some sense of upheaval. Either your mobility is restricted and you’re
practicing physical distancing or, if you’re in China, you’re just beginning to
emerge from confinement to find that a strange, new reality has replaced the
old. Everything looks different now than it did just a few short weeks ago.
Many industries, and even entire economies, are facing unprecedented disruption. So, naturally, the demand for customer support has increased dramatically. People rely on help addressing essential needs like healthcare, telecommunications, energy and utilities, banking and more. The restrictions on physical proximity have also pushed interactions to remote channels and intensified the use of many digital services. And, in addition to needing practical support with the essential services that sustain our lives, people are also in desperate need of human compassion.
As a species, we’ve evolved over the
centuries to become more globally aware and connected. Curiosity has driven us
to create, invent, and experience new things. Constantly challenging ourselves
to do more, we’re social creatures who crave the company of others and thrive
on feelings of belonging and acceptance. Humans are an incredibly complex
species with complicated needs and an intricate validation system.
And, in an instant, we’ve been forced into physical
Now at our most lonely and vulnerable,
people are in greater need of empathy and care than ever before. For many,
there is little contact with the outside world. So, when they need help –
especially with something life-sustaining – that human connection has never been
That’s why the personal touch our
interaction experts provide is so important.
They’re providing a lifeline when people have nowhere else to go.
“I received a call asking for assistance in getting a
meal due to COVID-19. I could hear in her voice that she was really desperate
for help. My Supervisor recently reviewed this type of request, to help us
understand the available options. When I told the member she qualified for
assistance, she was so thankful. She said she didn’t know what she would have
done without us.
I am really honored to be able to
impact people’s lives in such a meaningful way.” – Teleperformance interaction expert supporting a
our agents are also human, and are dealing with their own “new normal”, with
many of them quickly transitioned to work-from-home. So, helping others offers
them a sense of purpose and fulfillment, too. Making a difference in the lives
of others helps more than just the recipient.
“I have a member who has had difficulty getting the care needed
to manage his heart condition. He finally had his bypass surgery and is
currently going through his second course of cardiac rehab. We have gone
through quite a bit together and have established a really strong connection –
so much so that he recently called to check on me! He called just to see how
I’m feeling with the stress and chaos of the pandemic. For me, that really put
into perspective how much of a difference we make in people’s lives.” – Teleperformance interaction expert supporting
a healthcare company
During this time of great human
vulnerability, empathy and compassion have never been more important. Or, to be
more specific, essential. We are a complex species with many essential
needs during these weeks and months of seclusion. So, our interaction experts –
and those supporting companies all around the world – provide a much-needed
lifeline for people feeling isolated and alone. They help us with internet
connections to remain connected to loved ones from a distance; access to our
banks to manage accounts and payments; help managing food deliveries and pharmaceutical
shipments; assistance maintaining water and energy services to our homes.
In fact, many Teleperformance clients
deliver essential services to their communities,
and we’re there to offer kindness and care on their behalf. Especially now,
when empathy and compassion are very much needed, and people’s lives may depend
on getting the right level of care.