Distribution of Services Within the Call Center and Covid 19 – a Case Study

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 estrictions, 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.