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.
PTVADS is a leading BPO company in Indonesia and we provide services in the area of full outsourcing, managed services, recruit, training and placement and also system solutions
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
It is a mixture with WFH, social distancing and compulsory for the employees to adhere to health protocols
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??
Didn't expect the pandemic to hit us hard. We had to adapt the new norm. WFH, social distancing, additional cost to operate to maintain healthy environment such as giving vitamins, facemask, hand sanitizers, rapid and swab test as and when required.
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
Have observed the digital channels are more higher traffic observed comparing to traditional. And for the sectors, E-Commerce have increased at least 30% higher traffic 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?
Not really. The emergency plan was more to evacuate buildings or operating in another locations but not getting hit by a 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?
Continue to motivate them and ensure the working place is safe for them ie by ensuring on weekly basis disinfectant activity do take place. Immediate action as and when cases on covid happen on the floor etc
If you could go back in time and could plan for a pandemic, what would you do differently and why?
Perhaps in terms of how to design the contact center floor to have the 1 meter distance at least, contract with client perhaps able to cater this type of emergency and solutions related to WFH
How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
Session with my directs do take place on daily basis via Teams. With client still taking place on monthly or quarterly via online platform. It is sometime very disturbing because you have a choice of not turning on the camera, and participation from the members may not be 100% as physical session being held
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, the productivity at the frontliners able to be measured regardless of where they are working but it also come for the agents that WFH with some reasons due to poor internet connectivity, no electricity etc
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?
It will be a combination. May maintain as is and look at how to utilize the floor for operations
If the pandemic did not really affect you tell us why - what made it a non event for you?
It has affected me personally
How do you now train staff? how is this method working?
On line for recruitment, online for soft skill training and physical with social distancing for product training
If you had to recruit new staff, how has this worked for you? Is it easier / harder? please explain
Has adapted the new norm and recruitment is done via online
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)
I didn't see a significant attrition. Everyone is keeping tight to ensure the job is still available for them
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?
Yes. The SOPs have been improvised to manage the current type of situation
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?
Yes. During this time a constant communication taking place to appreciate and motivate the frontliners for the good work and taking the risk to continue working while many are working from home
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?
Much difficult now since remote working via virtual not so effective in getting a good participation from everyone
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?
We have established helpline and also whisteblower assistance in case staffs are struggling or observed by their colleagues that they are having difficulties
Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
Both have been taken care of utilizing the power of tools
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?
The pandemic is not expected. In this type of situation, both the client and service provider will need to work hand in hand and it is so important to ensure right message being sent out to everyone
About PT VADS Indonesia:
We provide Contact Center and Digital Services Solution, Customer Services Learning Center, Human Capital Management, Omni-channel Strategy, Contact Center as a Service (CCaaS), Blockchain Secure Authentication, Cloud Services, Smart Services, Chatbot, Voicebot, Human Augmented Bot, and Automation Process. We operate as a Business Process Outsourcing which provides services to achieve better customer experience and we deliver ICT Solution to help customer achieves their organization goals.
Published: Thursday, May 20, 2021
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|5.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX: A place for every digital interaction!
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.
Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
|17.)||Customer Touch Point|
Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Cen...
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...