What effect has the Coronavirus had on your company?
We have sent all our staff at the office home and they are vpn connected and work from there. That includes our call center, billing, collection.

If you operate a contact center how have you adapted to manage the pandemic?
Yes we have by as soon as the government issued emergency status we sent almost everyone home with their office equipment and have been running the company that way for a week.

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?
Split up the groups of people and let as many as you can work remotely. The issue at my company is not stopping people from being infected, it is prevent losing to many to isolation at the same time and we will not be able to run the key elments of the business.

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?
The productivity has not decreased in the call center because 80% of all the staff are working remotely and can answer phone and do everything from there.
But managing the group has been challenging and the main focus of the management team has been to keep people together and on the roes through teams meetings and more.

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 had plan but we have been forced to adjust it but the main protocols was planned and that has helped a lot.


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 running utilitiy service, DSO, electricity supplier, power plants and fiber service. That is all the basic infrastructure of the society needs and we serve 70% of the nation.

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 most important things are:
- Keep people informed about what you are doing, what is going in in your company, what decisions are the managers taking, how many has been infected and so on.
- Be honest, otherwise people will not trust you and that can affect your business for long time.
- The management team must be a one strong team that speaks as one. Only one, the CEO, speaks for the company.
- Don't panic, this is a temporary situation.