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Executive Interview : How Has COVID-19 Affected Call, E-mail Volumes In Your Center? - Part 1

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?

Steven Tippe
Manager, Product Support & Training
FCC AgExpert
Canada

"We have seen no variance to the expected contact levels since the virus emerged."

 
Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank
Taiwan

"Volume of Inbound Calls
By and large, the overall service volume has decreased. The influences are elaborated as below.

1. Because of coronavirus, Taiwan government enforces self-management and mandatory home quarantine. Additionally, the government also warns people not to go to public places and reduce the frequency of traveling abroad to lower the possibility of getting infected.

2. Nevertheless, some people who can’t return to their positions because of the pandemic will have needs of late credit card payment or personal loans. Therefore, we expect that the volume of service pertaining to those business will increase.


Adjustment of Management of Customer Contact Center
During the period of coronavirus, employees sometimes are required to do self-management and home quarantine. Under the circumstance where the overall volume decreases, our contact center will arrange employees’ online training to enhance various skillsets. The training program not only includes professional knowledge but also diverse learning content, such as language and coding, to encourage employees to take courses. Furthermore, we encourage our employees to schedule their personal leaves in advance so that there won’t be a sudden burst of vacancy during the period of high volume after the pandemic."

About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
 
Sarah Dastvan
Contact Center Trainer
MCI
Iran

"The number of calls has increased because all our clients have decided to stay at home and do their work and daily routines on the internet so their internet speed had sharply decreased and they called to handle it. we just put a new emergency message on the IVR and want them to be patient and do not make more calls until 24 hours that we fix the problem."

About MCI

The biggest Mobile communication company of Iran with about 60 Million clients.
 
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada

"No change"

About Dynacare Medical Laboratories

Medical Company. Serves the public and private sectors across Canada.
 
Bupinder Rai
Senior Manager
ICICI Lombard General Insurance
India

"Increased volume in call. We have set up a special to handle calls related to covid"

About ICICI Lombard General Insurance

ICICI Lombard General Insurance Company Ltd. is a private sector general insurance companies in India offering insurance coverage for motor, health, travel, home, student travel and more. Our value pr... (read more)
 
Heather Bissell
Director of Customer Experience and Consumer Care
Costa Del Mar Online Store
United States

"At this time, we have not noticed any increase or decrease in any of our contact channels."

 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"Stayed the same, but we continue to get more calls about VPN setup/access because some companies have allowed their employees to work from home."

About CDMS Inc.

Managed Service Provider
 
Mattie Minas
General Manager, Customer Contact Centres
Spotless
Australia

"remained the same"

About Spotless

At Spotless, our customers are at the heart of everything we do. Our purpose is to create and sustain the modern environment by building trusted relationships with our customers. Our promise is to wor... (read more)
 
Haluk Cavusoglu
CEO
Cloudyflex
Turkey

"We haven't felt any change"

About Cloudyflex

Cloudyflex was founded by a team with over 20 years experience in Digital Marketing and After Sales Service processes. Cloudyflex's mission is to provide business customers with full support of clo... (read more)
 
Dave D'Arcy
Founder
Dave D'Arcy - Laughing Leadership
United Kingdom

"Traffic has increased over the last week as companies enquire about Remote VOIP solutions. However we anticpate a decline in traffic as companies suspend operations"

About Dave D'Arcy - Laughing Leadership

Leadership consultant, public speaker, host and coach. Focused on the human behaviour and development that will best enhance personal and business growth. We are here for a good time not a long time!... (read more)
 
Arif Mehmood
Manager Operations
Luza Corp
India

"Lead Gen volume has gone down"

 
Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury
Indonesia

"The traffic tends to increase somehow, and we will do our best to resolve the traffic as fast as we can."

About Directorate General of Treasury

HAI DJPb is a government contact center under the Directorate General of Treasury, Ministry of Finance of the Republic of Indonesia. Our center acts the one and only Help desk answering questions and... (read more)
 
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran

"These Communication ways have been decreased, so mostly we try to contact with our customers occasionally"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
 
David
Director - Central Outreach & Engagement
Landmark Health
United States

"Calls and emails have completed flooded our call centers"

About Landmark Health

Landmark Health is a division of United Healthcare
 
Rebecca Martin
VP, Marketing
Calabrio
United States

"N/A"

About Calabrio

The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agen... (read more)
 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

"Increased, since we are a hospital..."

About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)
 
Jean-Marie Verdier
Director
WCT INTERNATIONAL SAS
France

"Everything decreased"

About WCT INTERNATIONAL SAS

WCT INTERNATIONAL is a French company specialized in Customer Service in the fields of Logistics, Customs, and Fiscal representation. We are helping and managing the Customers relations for the accoun... (read more)
 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

"Its almost the same."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
 
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft
Hungary

"No significal change so far"

 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"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."

 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

"The online business is increasing so volumes are increasing as well. If you have an outsourcer ask for the maximum flexibility they can provide"

About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
 

Today's Tip of the Day - Workforce Management Solutions

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

Published: Wednesday, March 25, 2020

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2024 Buyers Guide Contact Center Assessments

 
1.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

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