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Chai Domingo
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Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Umut Cagri Turhan from Call Center Studio

What effect has the Coronavirus had on your company?
Due to the recent outbreak, demands coming towards us have increased significantly. An undisclosed amount of our customers, including global brands and major call center outsourcing companies want to work remotely (mostly from their home) and thanks to our scalability, we can easily provide assistance for those who desire to work outside of the office.

If you operate a contact center how have you adapted to manage the pandemic?
We are not the ones that operate a contact center, yet our clients do. Their main desire is to send their agents to their home for a much secure work environment, and almost each and every one of them are now searching for ways to work remotely. Thanks to our scalability, they can easily work from their home.

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?
Our approach and main objective was to provide assistance in any way we could, which is the ability to work remotely in this virus situation. What I would suggest is to seize the opportunity to get a better understanding of customers needs, and to try your very best to help them.

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?
Since the initiation of the Outbreak, all channels traffic have increased vastly due to the urge and desire of working remotely from home. Since we are perfectly adaptable, we managed to provide the agents with the the ease of working remotely from anywhere they want.

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
Until now, we didn't have an emergency plan, however, this heartbreaking situation became a perfect lesson for us for further cases.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
Simply, our company provides World's First Google Powered Software that is fully on cloud. We enable businesses to operate as an enterprise grade contact center from anywhere they want.


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?
The effects of this virus caused us to expand our horizon and assisted us to bring some brand new solutions. We have initiated to work on the situation at instant, and succeeded to assist people so that they can work remotely. Agents that preferred us are at their homes right now, working in a virus-free zone.


About Call Center Studio:
Company LogoCall Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
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Today's Tip of the Day - Choosing a Telecom Supplier

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

Published: Monday, April 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
PH: 16473286205

12.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131

13.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

14.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

15.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

16.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

17.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 

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