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?
We are a Canadian agriculture software company, offering record-keeping software that is solid, simple and built for the farm.
Cathay United Bank
"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."
Contact Center Trainer
"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."
The biggest Mobile communication company of Iran with about 60 Million clients.
Medical Company. Serves the public and private sectors across Canada.
Managed Service Provider
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)
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)
Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.
our company is a dealing wholesaler, distributor and service provider in the fields of communication.
Stanford Medicine / University Healthcare Alliance (UHA) is a wholly owned subsidiaries of Stanford Health. UHA is a vital medicine arm of Stanford and acts as the neighborhood representation that fee... (read more)
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce managemen... (read more)
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)
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)
Chief Strategy Officer
"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."
Founded in 1997 and headquartered in Shanghai, 800 TeleServices is a North Asia Pacific anchored outsourced contact center service bureau with operation centers in Shanghai, Kun Shan, Guangzhou, Chong... (read more)
ICICI Lombard General Insurance Company Limited is one of the leading private sector general insurance companies in India. It is engaged in general insurance, reinsurance, insurance claims management... (read more)
IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
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Published: Wednesday, March 25, 2020
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