What effect has the Coronavirus had on your company?
Some operations are impacted by government lockdowns, absenteeism is up slightly (but we're prepared for more), travel restrictions and work-from-home policies are in place. We are very proactive about being prepared and preventative with wellness and cleaning protocols. We have 7 resilience principles that we are living by -- preparedness, redundancy, diversity, modularity, competence, connectedness, and adapability. More clients are asking for us to help them with business continuity with at-home options, automation, messaging, and other new services as well.
If you operate a contact center how have you adapted to manage the pandemic?
Staggered work hours, at-home expansion, temporary sites. Lots of communication.
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?
Put your people first. Be transparent. It's a fluid situation so people understand we don't have all the answers. We have cross-functional calls multiple times a day to stay on top of the situation and maintain the health and safety of our employees above all else.
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 had business continuity plans in place, but his is much bigger than what we planned for, since it's affecting the entire world at once. Other plans were more location-specific. We started addressing this more than 60 days ago when it was still localized in China, to be as prepared as possible as it spread. We feel that helped us get ahead of it.
If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
Global contact center and customer experience solutions company.
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?
It's brought out the best in people. We are all in this together across our locations and business units around the world. The health and safety of our employees and communities is our number 1 priority.
TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Published: Monday, April 27, 2020
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CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.
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