Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Kai Ling Chen from Cathay United Bank

What effect has the Coronavirus had on your company?
There are only few confirmed cases in Taiwan at this moment. As for our bank, we don’t have any infected employees or customers, so the pandemic doesn’t cause serious impact on our business operation. However, some customers cancelled their original travel plan, affecting our credit card business slightly. With respect to internal policy for controlling coronavirus, our bank has stipulated a number of rules upon January outbreak in China.

1. We strongly encouraged virtual meetings instead of face-to-face meetings. If there is inevitability of holding an off-line meeting, all participants are strictly required to wear surgical masks. (For the meeting whose participants include outside guests, the venue of the meeting has been restricted to a specific region.

2. All employees are required to wear surgical masks when they commute via public transportation.

3. All employees and guests are required to be taken temperature before they enter the office. If someone’s temperature exceeds the predetermined number, he/she is not allowed to enter the office.

4. All employees are required to take temperature check twice a day. If someone’s temperature exceeds the predetermined number, he/she has to go to hospital immediately.

5. Our bank enforces distributed working practice where we distribute employees who share similar job function to working offices.

6. Food and good delivery must be taken outside of working environments.

7. We keep close tracks on employees’ recent travel and exposure history, especially those who have been to most affected regions or get touched with others from infected area.

If you operate a contact center how have you adapted to manage the pandemic?
We cope with pandemic influence on our customer service from three different angles, space management and backup, employee management and backup, and system support.

1. Space backup: CUB’s customer center has 5 offices located at three different sites.

2. Space segmentation: The spaces in 5 offices has been divided into different blocks and fixed traffic flows. Such measure can lower the chance of cross infection and complete shutdown due to an office outbreak.

3. Employee backup: Employees in our customer center are equipped with multiple skillsets so that we can adjust our working group according to different situations or assign members to support coworkers in other offices.

4. Intelligent customer service resources: Our intelligent customer service, a virtual customer assistant, can cover more than 90% of the center’s operation. If the pandemic severely influences our workforce, our intelligent customer service is still able to cope with a majority of problems.

5. Work from home: Our intelligent customer service will be the front-line to handle customers’ problems. If those questions can’t be addressed by the system, our quarantined CSRs are still able to take over the job.

What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
The management in customer contact centers should ascertain all resources at hand, including location, space, human power and system. If the intelligent customer service and VDI are not ready, we suggest the following measures can be taken.

1. Employee backup plan: You can proactively collate all employees’ skillsets. By separating employees who share similar job function into different groups and assigning them to different working offices, you can prevent sudden business shutdown because of infection.

2. Working space backup and segmentation plan: You can carefully plan and adopt distributed working practice. Otherwise, you can segment working space into different regions and monitor the employees’ traffic flow. Once there is a confirmed case in one working space, coworkers in backup offices can still perform their duties.

If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?
Volume of Inbound Calls
By and large, the overall service volume has decreased. The influences are elaborated as below.

1. Because of coronavirus, Taiwan government enforces self-management and mandatory home quarantine. Additionally, the government also warns people not to go to public places and reduce the frequency of traveling abroad to lower the possibility of getting infected.

2. Nevertheless, some people who can’t return to their positions because of the pandemic will have needs of late credit card payment or personal loans. Therefore, we expect that the volume of service pertaining to those business will increase.


Adjustment of Management of Customer Contact Center
During the period of coronavirus, employees sometimes are required to do self-management and home quarantine. Under the circumstance where the overall volume decreases, our contact center will arrange employees’ online training to enhance various skillsets. The training program not only includes professional knowledge but also diverse learning content, such as language and coding, to encourage employees to take courses. Furthermore, we encourage our employees to schedule their personal leaves in advance so that there won’t be a sudden burst of vacancy during the period of high volume after the pandemic.

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 established distributed working practice, employee backup plan and intelligent customer system before the outbreak of coronavirus. Those practices and system work well and smoothly during this outbreak.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
Cathay United bank (CUB) is a commercial bank with a leading position in retail banking. Our contact center’s service coverage ranges from deposits, Loans, wealth management, and credit card and so on.

We provide such customer services through multiple channels including phone, Email, Live chat, and social media. Additionally, we now offer AI chatbot to let our customers perform self-service.
CUB manages the Pandemic crises from different angles such as location, space, workforce and system.

The details are listed as below.
1. Reducing person contact to reduce the risk of mass contagion.
2. Reducing frequency of holding large offline meetings and holding telephone meetings or conference meeting instead.
3. When the government discloses the itinerary of infected person, CUB encourages employees who have the chance of contacting the person to report to CUB and perform home quarantine.
4. If an employee has traveling abroad history and feel illness, he/she must report to the bank proactively. If the employee has suspected syndromes within 14 days, he/she should dial the infection prevention line and go to hospital in surgical mask.

Ring2 Dashboards & Wallboards Free Trial


Lastly, any other comments or opinions you can share about the effects of this virus on your business or the people working in your company?
Because Taiwan has been through SARS period in 2003, Taiwan government and people are highly aware of the severity of coronavirus. Therefore, when our bank enforces related measures (listed as below), our employees show high cooperation.

1. Setting up temperature check stations and disinfectant supplies at each entrance
2. Taking temperature check periodically by assigned staff
3. Wearing masks in meetings and elevators


Today's Tip of the Day - Look After Your Agents

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

Published: Tuesday, April 28, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8649 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =