What effect has the Coronavirus had on your company?
Distortion on traffic volume pattern against forecasted; staff unable to work due to traveling restriction within a city or close down of office building; staff concern over working environment health safety and hygiene, customer's / client's expectation of service continuity
If you operate a contact center how have you adapted to manage the pandemic?
Promoted automated service; artificial intelligence robot solution; home agent solution.
Issue COVID-19 precautionary and preventive guidelines to all staff; supply employee necessary protection items such as protective mask, disinfectant alcohol, hand sanitizer, etc. Strengthen communication with employees to comfort staff concern on the pandemic and eliminate untrue rumour.
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?
Have to promptly and effectively address any staff concern as everyone will be nervous and there is plenty of untrue news on the internet. Also need to correctly manage client's / customer's expectation upfront during this crisis situation to minimize unnecessary stress to among all parties
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 which industry, hospitality/airline industries have an unexpected surges due to last minutes change of travelers' travel schedule. Try to reduce traffic through automated announcements or canned messages of waiving of changing / cancellation policy. Other industries like general customer service for consumer goods or FMCG products decline.
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, but not as severe as this COVID-19 incident of which most delivery centers are forced to be shut down mandatory by the government. The pre-design plan works partially as the situation is more severe.
If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
We are an outsourced contact center operator with 4,500+ employees and have 8 delivery centers of which some of them are already acting as redundant site against each another.
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?
There are always opportunities in every crisis. We need to focus on keeping our priceless people assets; and at the same time explore how automatic / AI technologies can help to maintain service continuity in case of global crisis.
Published: Tuesday, April 21, 2020
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WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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