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Usage of IVR services in Lockdown

When the whole world is going through the experiment of Work from Home, one of the major beneficiaries is the Telecom sector. The amount of data consumed during this lockdown has increased up to 30%. This means that most of the businesses taking online route to reach out to their customers, that too with limited staff. Customers and users who were not accustomed to the usage of devices and their operations are finding it difficult to cop up. Here, in combination with Online services, Interactive Voice Response (IVR) services can come hand to register the complaints, provide a road map to deal with difficulties and reply to people’s queries in a scheduled way. Usage of IVR services can not be limited to Education, Health Care, Food & Beverage and Financial Services, Government can also use it to gain feedback and to improvise their supply chain. While online classes are still going on not only for various private coaching institutes but also for primary and secondary schools. He
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Businesses need to learn a Lesson


With the conditions getting worse during lockdown many experts fear the losses, different sectors
would have to bear. Many organisations might continue work from home even post Covid lockdown.

But, the industries won’t remain same as they were before the lockdown. Many industries would
make a decent start but many would suffer. Experts claim that IT, hospitality home delivery services
and manufacturing services would come on track but many businesses would not have a great start.
Automobile sector, for example, won’t restart soon, as people would be reluctant in spending on
vehicles immediately post-lockdown. Over that many automobile manufacturers are running out of
money to pay their workforce.
Potential and aware customers would avoid visiting public places and they would continue to prefer
digital services like home delivery over dining out and pick-ups, this would create a great
opportunity for delivery service providers like e-groceries, but hotel and other hospitality service
providers might have to take a blow.
This is just a small glimpse into automobile and Hospitality sector. Several other sectors would have
to face the consequences. Some sector may have to depend on government to uplift them with
relief packages, GST relaxation or interest waiver etc.
This should come as a learning to businesses and we should start working on making our business
models flexible enough to speedily adopt to sudden and disastrous changes like this.

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