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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Eko Wiyanto from PT. Service Mandiri Indonesia

So a year on how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
1. Shifting working pattern such as: working place, working hours and technology-network high utilization.
2. More effective on utilizing time, no time on traffic jam. Go out will be for only very important needs
3. Challenge on some working area, such as : on-site training needs to convert to on-line training. Consultancy job more over remotely and limited access to go onsite for checking.

If you operate a contact center how would you describe it today? 100% work from home? work in a socially distanced center ? hybrid? share some details
Not applicable, we don't have it.

When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work??
Time utilization. No need to jump to traffic jam. More nett/effective working hours was happened.

Since the start of the pandemic has call, email, chat traffic increased, decreased or stayed the same? AND, how? share some details on what you have noticed
Increase, my email increased more and my Whats Apps Chat also increased significantly

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, because of our working nature is more remotely and sometimes needs to discuss globally, so we have prepared on-line apps and it is more utilized during pandemic.

In the early days of the pandemic there were lots of ideas how to keep staff now working from motivated - what activities / things did you do that worked well?
not applicable, our team are senior persons so self driven has been taken place.

If you could go back in time and could plan for a pandemic, what would you do differently and why?
No, We will have the same working pattern as previos.

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
It almost the time we are on-line meeting during the needs..

Have you found colleagues are working harder, about the same as before or maybe a little less and why do you think that? please explain
Yes, working harder... with more time utilization. Working hours had become unpattern, sometimes meeting was be held out of office hours.

Longer term do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?
My point of view, it will better by after pandemic working pattern.

If the pandemic did not really affect you tell us why - what made it a non event for you?
It affects is a lot

How do you now train staff? how is this method working?
it was using on-line mode

If you had to recruit new staff, how has this worked for you? Is it easier / harder? please explain
it is easier, we can do it anytime convenient without giving more effort to candidates. Candidate can focus on interview preparation without distracting by others like traffic jams, interview location, waiting time etc. It could be sharply being done by on-line mode,

What have you noticed in terms of staff turnover since the pandemic? any changes? and why do you think there has been a change (if any)
not experiencing

Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future and if so why?
pandemic preparation will be better

Do you think the company you work for appreciates staff more and shows appreciation more now because of the pandemic or does it feel like you get the same or maybe even less appreciation?
not applicable

If you manage a team - how have you coped with the change ?
Communication would be important things, we also needs to have better schedule if any meeting or some activities and it will be communicate to team. We need to deal with team better time to meet or online activities due to WFH was very challenging. Blended activities between profesional and home, and it needs better understanding of the leader to know about it to still get motivation from team.

If you are part of a team that worked closely together face to face how do you feel now working in a different way? maybe more remotely?
not applicable, but my view face to face can not be replace with on-line mode. There will several aspects that is important during face to face. On line mode will be priliminary touch and still needs to continue by face to face for certain cases.

If you are a manager how do you help your team if they are struggling with personal issues at home or anxiety about the future?
the same as explanation for point #17, try harder to get activities were on schedule, try to avoid adhoc meeting and encourage team to do best communication to us for any challenge or issue happened on their job.

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
not applicable, but my view yes, we need to anticipate security data issue . We need to talk with technical team more to anticipate it, how to limit agent access only for mandatory/important things. Give agent NDA at join time and control as aspect of data exchange. Technical team should have the solution on it.

Lastly, any other comments or opinions you can share about the effects of this pandemic on your business or the people working in your company?
Tough, this situation makes us to do more creative, working harder, and we need to deal more intens with technology .


About Service In Mind - PT. Service Mandiri Indonesia:
Company LogoWe are consulting and training center for Customer Care, focusing to contribute on service and customer engagement area both traditionally and digitally
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Today's Tip of the Day - Choosing a Vendor

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

Published: Friday, May 14, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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