COVID-19 and the resulting global lock down has put a huge strain on service delivery around the world. Call centres in India, the UK’s biggest delivery destination, almost closed overnight, with limited contingency planning for a wholesale, global close down.

This covered:

• Relationship management is a combination of science and art
  
• How to grow trust even in times of crisis
  
• Governance problems
  
• Managing fluctuating performance
  
• Review of risk approach
  
• Disaster recovery, business continuity and exit plans