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TRAINING IN CONTACT CENTERS

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.

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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 - Look After Your Agents

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

Published: Monday, April 27, 2020

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2020 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
 
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