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Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Jacque Lim from Aspire Lifestyles (an International SOS company)

First VP, Group Head of Operational Excellence
Aspire Lifestyles
Add Contact

What effect has the Coronavirus had on your company?
Clients' travel bookings have been down trending, for Feb -15% on requests for airport services and dining. On the other hand, for my company's medical and travel security business, requests for consulting, webinars and covid-19 related information have been sky rocketed. For the operations team or contact centres, we split operations team into 2, in some countries all or half working from home, we deployed our relevant technologies and rented laptops.

If you operate a contact center how have you adapted to manage the pandemic?
For the operations team or contact centres, we split operations team into 2 (people in different teams are not supposed to meet one another even for clients meeting), in some countries all or half working from home, we deployed our relevant technologies and rented laptops. For the calls routing, some calls routed via softphone and some routed to mobile phones. As we covered worldwide business, the solutions would have to tailor to local situation and a standard operating procedure has been circulated for working from home. Temperatures taking daily, hand sanitizer and masks distributed, employee assistance program for those who needed to speak to a counsellor or felt the stress having to manage the situation. All essential business travels would be approved by our Regional Medical Directors.

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?
Equipped your staff with the correct COVID-19 information to avoid unnecessary panic or exploit of MCs to stay at home.

Defer all none essential travel either business or leisure.

Employee engagement via virtual videos and motivation, food and transport arrangement for those in places with partial lock down.

Constant communication and briefing by medical experts, do not be influenced by fake news over social media.

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?
Depending on the nature of the business. In my company, we have seen a mixed across business lines as we cover travel, medical and security. Requests for covid-19 information, webinar and advice have definitely sky rocketed.

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
Yes we have a BCP and Disaster Recovery in place, we are lucky to have our own medical and security professionals in house that constantly monitor the situation and provide us with updates.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
International SOS is in the business of protecting and saving lives, when involved in medical or security situations. International SOS understands your needs like no other partner; more than 30 years of experience gives us an unparalleled understanding of your health & security threats and risk challenges. We are, therefore, uniquely placed to tailor-make risk management solutions for the optimal health, security & wellbeing of your diverse global workforce, wherever they are, even in the most remote and fragile environments of the world – on land, at sea or in the air.

Together we can focus on prevention, helped by innovative technology and our medical & security expertise. We offer real-time, actionable intelligence and on-the-ground high quality delivery. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. For your routine or emergency needs, our bespoke solutions can help you achieve greater productivity and resilience in a sustainable way with measureable return on investments.

Founded in 1985, the International SOS Group of Companies is trusted by over 11,000 global clients, including governments, multi-national corporate clients, such as two-thirds of the Fortune Global 500, mid-size enterprises, educational institutions and NGOs. Our company has achieved global ISO 9001:2015 and ISO/IEC 27001:2013.

More than 11,000 multi-cultural medical, security and logistics full-time experts stand by to provide support and assistance from over 1,000 locations in 90 countries, in more than 95 languages, giving you and your workforce peace of mind 24/7, every day of the year, be it online, on call or on-site.


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?
Do not panic, get info from professional and approved source, boost up your own immune system, social distancing, be responsible to yourself, your families and others. Last but not least, follow the government directives (especially the Health Ministry) and stay healthy.


Today's Tip of the Day - Do Your Research

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

Published: Friday, April 24, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CNCBA 4PS

4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)

3.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

4.) 
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.

5.) 
First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience

6.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

7.) 
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.

8.) 
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)

9.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

10.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

11.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

12.) 
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.

13.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

14.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

15.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 

About us - in 60 seconds!

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