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
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.
|11.)||Scopserv Integrated Services|
ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|13.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial