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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.
 

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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.
 
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
Senior Director International Care and Tech Support
Vonage
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 Vonage

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)
 
Arif Mehmood
Manager Operations
Luza Corp
India

"Lead Gen volume has gone down"

 
Nugroho Juli Purnama
Head of Contact Center
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

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
 
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 Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

"Calls and emails have completed flooded our call centers"

 
Rebecca Martin
VP, Marketing
Calabrio
United States

"N/A"
About Calabrio

Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Managemen... (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"

 
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."

 
Bhupinder Rai
Team Lead
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 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)
 
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 - Faxes Into Your Contact Center

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

Related Editorial

Published: Wednesday, March 25, 2020

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2021 Buyers Guide
Get Listed
Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600
2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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