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Executive Interview : Coronavirus And Contact Centers Part 3.

We asked members how the Coronavirus has affected members and also if they had any contingency plans in place before the virus hit. More comments!

This is part 3 of a multi-part series

Dimitri Pratamaputera Irman
Contact Center Agent
Pertamina
Indonesia

What effect has the Coronavirus had on your company?
"When the virus emerged, our company became one of the hotline for people who are going to go outside of our country and for the guest from outside the country. We have seen increasing traffic calls from all employees of state-owned companies that are going to go outside country. Our company handles medical reports before and after trips abroad. Beside these reports, we also make sure that the employees are already briefed about healthy living movements and and react in case they are infected when they are abroad. We also have to change our lifestyle and we have to change our office behavior in order to protect ourself and our companions from the coronavirus so we can keep our services up and running."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"There is no foolproof methods or plan to preventing a spread of disease for influenza viruses. but i always have a yearly influenza vaccine shot and always take a precaution movements like always washing my hands with hand sanitizer or alcohol based hand cleaner, always eat perfectly cooked food, when i sneeze or cough always use handkerchief or a tissue, and always avoid crowded place as much as i can. And for as long as i can remember i not infected by the coronaviruses so my healthy lifestyle are work just fine."
About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
 
Charles Jackson
Vendor Manager
Singapore

What effect has the Coronavirus had on your company?
"Minimal so far"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes but only in theory, this has put it into reality"

 

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Bahar Aydin
Call Center Operator
Istanbul Metropolitan Municipality
Turkey

What effect has the Coronavirus had on your company?
"Positive thinking in psychology"
About Istanbul Metropolitan Municipality

IMM 153 Istanbul Call Center,began to serve for a complaint resolution center regarding municipal services with a team of 6 people in 1994. IMM 153 Istanbul Call Center is one of the first call center... (read more)
 
J N
20 South Partners, LLC
United States

What effect has the Coronavirus had on your company?
"Disaster prepardness; customers inquiring about plans. No ops disruptions yet"

 
Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney
Australia

What effect has the Coronavirus had on your company?
"All meetings assessed for risk to residents and staff and video conferencing utilized"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes move to cloud CCC solution"
About Anglicare Sydney

A Christian Not for Profit company serving the community and aged care sectors in Sydney
 
Haytham Al-zghoul
Customer service coordinator
Vogacloset
Jordan

What effect has the Coronavirus had on your company?
"Some orders have been cancelled due to the inability to deliver to these regions due to corona virus"

 
Jassica Ong
Team Lead
ST Electronics
Singapore

What effect has the Coronavirus had on your company?
"High shrinkage as staff with slight flu / sinus or even fever due to other causes are given 5 days medical leave from work."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes, we do. However, the effect of this virus is of a wider scale so we need to source for more locations to ensure we are still operational."

 
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

What effect has the Coronavirus had on your company?
"100% change in our process and protocols as we are in the health care business. We no longer see patients with certain symptoms in person - but instead we conducting video visits instead."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We have emergency response and disaster recovery plans and it has worked perfectly as we practice the plans routinely throughout the year. It is also a requirement being in the health care environment"

 
Asad Qasmi
Customer Contact Center Manager
DHL Express Pakistan (PVT) Limited
Pakistan

What effect has the Coronavirus had on your company?
"Complete shutdown of all operations for two week (for now)"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We had a plan but it didn’t cover a global pandemic"
About DHL Express Pakistan (PVT) Limited

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and oc... (read more)
 
Susan Kendall
President
Tapcheck
United States

What effect has the Coronavirus had on your company?
"Tapcheck on-demand pay and MyPaperLessOffice have automated HR and Payroll processes so we are uniquely positioned to help companies develop a remote workforce plan for employees to be able to work no matter what, during times of distress. We have now instituted all our employees to work from home in all parts of the world and use internet, video conferencing and chat to continue working with our managers, employees and customers. Because of our automated processes this remote workforce has caused no disruption of our services to and for our customers."
About Tapcheck

Tapcheck offers a free for Employers highly-impactful financial wellness benefit that employers can offer to their employees that automates the ability for employees to access their earned pay on-dem... (read more)
 
Jane Neve
Corporate Sales/ Business Development
theBoom
United States

What effect has the Coronavirus had on your company?
"we have @ home workers for all admin. now. However our manufacturing plant is open where we build the worlds best noise canceling microphone, used by military in Blackhawks/ Chinooks or other high noise environments where all background noise is eliminated - providing clear communication."
About theBoom

Noise Canceling Microphone /Headsets. Will cancel all background noise, picking up just users voice. No kids, dogs or background noise heard by your client if working from home. We sell to US militar... (read more)
 
Yuvaraj
Executive
ABC
India

What effect has the Coronavirus had on your company?
"No effect of virus we are using mask & proper mantain precaution all team for protection from virus"

 
José Jorge Batista
Portugal

What effect has the Coronavirus had on your company?
"More advices and communication and best practices and more announcements than normal."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes we have and yes work as expected."

 
Hisham Hajar
CC Director
Asiacell
Iraq

What effect has the Coronavirus had on your company?
"Panic among the employees which affect the daily operation"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes we have different locations in different cities which reduced the risk"
About Asiacell

AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

What effect has the Coronavirus had on your company?
"Nothing major at this time because we are taking all the necessary precautions."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes."
About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft
Hungary

What effect has the Coronavirus had on your company?
"None so far"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We had plans for a short term problem, but we had to modify to be prepared for sever weeks of office/workforce inaccessibility"

 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

What effect has the Coronavirus had on your company?
"Minimal to date, but we have cancelled all business travel as well as our regular large company gatherings."
About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Andrew Begnoche
Director of Operations
Holdcom
United States

What effect has the Coronavirus had on your company?
"Positively. As a content messaging company we are experiencing a spike in volume for new recordings."

 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

What effect has the Coronavirus had on your company?
"Revenue impact"
About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
 

Today's Tip of the Day - Faxes Into Your Contact Center

Read today's tip or listen to it on podcast.

Published: Wednesday, March 18, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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