What effect has the Coronavirus had on your company?
It has effected day to day operations from different aspects. as well as it has allowed absenteeism to be increased which has lowered the daily operational targets.
If you operate a contact center how have you adapted to manage the pandemic?
I have increased software support and have allowed the agents to work remotely from home or from the place of their convenience. so that they can still work however it has increased the security risks regarding sensitive information and Network Security
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?
Say it out Loud. Seek Assistance if needed. Collaborate with other similar businesses in the market Build a co working space till there is a solution to this pandemic
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?
It has been teetering and we have been able to schedule resources accordingly.When the Panic increases people call out and as for a day off, if they are made to believe that they are going to be in a safe environment they trust and show up. Employee health is the top priority at the end of the day
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
No it was taken as a rumor initially and was ignored until news media outlets started talking about 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.
I am Providing Management Consultancy to a Contact Center which is a Sales and Promotion Campaign for US Solar Energy Suppliers and Sellers of Cable TV Phone and Internet. My responsibility besides Management Consultancy is to Head Human Resource and Training Department.
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?
Well So Far the fear factor has been hyped besides medical practitioners have not been seen telling cure and preventive measures to be taken. State and Non State Institutions should play their role to raise awareness, care taking and Treatment. We can only lower this Panic if we have been told a complete plan to cope with this untoward situation. This Plague has harmed the entire world and i reckon this is the time to work hand in hand as to eradicate this pandemic. It should be taken as a call for global unity on this issue
Published: Wednesday, April 22, 2020
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