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
|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.
PH: +1 (346) 444-3555
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.
PH: (980) 288-4800
Stay in contact quickly and easily with your international offices through Megacall.
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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.
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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.