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Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Dimitri Pratamaputera Irman from PT. Pertamina

What effect has the Coronavirus had on your company?
When the virus emerged, our company became one of the hotline for people who are going to go outside of our country and for the guest from outside the country. We have seen increasing traffic calls from all employees of state-owned companies that are going to go outside country. Our company handles medical reports before and after trips abroad. Beside these reports, we also make sure that the employees are already briefed about healthy living movements and and react in case they are infected when they are abroad. We also have to change our lifestyle and we have to change our office behavior in order to protect ourself and our companions from the coronavirus so we can keep our services up and running.

If you operate a contact center how have you adapted to manage the pandemic?
Protect your employees!
- We can start to draw a plan and executing the plan to support and to protect our employees that is consistent in our government and company's conservative and protection policies.

Set up a functional response team.
- Create a response team and choose a higher rank person to report it directly to company CEO

Set-up a strict ground rules
- set-up a strict rule and apply it to all member of the staff to prevent strain transmission inside the company building.

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?
- give a free mask everyday to every sick staff or prevent them entering building premises (work from home)

- optimalize a video conference for any staff who work at home so they can keep productive and functional.

- a medical check up before and after entering the building.

- free influenza vaccination shot to all employees once a year

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 coronavirus emerged our chat , email, and call traffic are also increased because not only we handle our customer request, information, and complaints we also handle any employee who worked for state-owned company that having business trip to outside the country and for the guest that are going inside the country. our contact center has become one of the important number for corona emergencies and reports nation-wide. so by that facts we have to study and have to understand on how to prevent this epidemic and deliver the knowledge to the customer in a good way so they can understand and have a safe and healthy trip.

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
There is no foolproof methods or plan to preventing a spread of disease for influenza viruses. but i always have a yearly influenza vaccine shot and always take a precaution movements like always washing my hands with hand sanitizer or alcohol based hand cleaner, always eat perfectly cooked food, when i sneeze or cough always use handkerchief or a tissue, and always avoid crowded place as much as i can. And for as long as i can remember i not infected by the coronaviruses so my healthy lifestyle are work just fine.

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 work for one of biggest oil and gas company owned by the state. so our center not only handle complaints and informations but also a request and reporting to our client. so when the coronavirus emerged we have the obligation to help and briefed the employees that having business trip to outside the country and for the guest that are going inside the country and then report it for next observation and prevention.


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?
This Viruses not only spread a deadly disease and pandemic but coronavirus also spread fear towards employees, if we can teach them how to prevent the spreading and have a healthy lifestyle we can make our employee feel safe so they can keep doing their jobs in safety and healthy environment.
By teaching our employees on how to prevent the spreading and have a healthy lifestyle not only we give our employees a safe and healthy environment but also stop the spreading.


About Pertamina :
Company LogoPERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.
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Today's Tip of the Day - Keep Your Options Open

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

Published: Thursday, April 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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