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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Saravanan Belusami from PT VADS 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.
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:
Company LogoWe 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.
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Today's Tip of the Day - Choosing a Vendor

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

Published: Thursday, May 20, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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