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StoreExecutive 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."
Manager, Product Support & Training
FCC AgExpert
Canada
"We have seen no variance to the expected contact levels since the virus emerged."
About FCC AgExpert
We are a Canadian agriculture software company, offering record-keeping software that is solid, simple and built for the farm.
We are a Canadian agriculture software company, offering record-keeping software that is solid, simple and built for the farm.
Kai Ling Chen
Data Analyst
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."
Data Analyst
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."
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."
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."
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada
"No change"
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.
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."
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."
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 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)
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)
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)
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"
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)
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)
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."
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 is a part of Ministry of Finance of the Republic of Indonesia.
Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran
"These Communication ways have been decreased, so mostly we try to contact with our customers occasionally"
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.
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"
Director - Patient Access and Care Coordination
Stanford Health Care
United States
"Calls and emails have completed flooded our call centers"
About Stanford Health Care
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)
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)
About Calabrio
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)
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)
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada
"Increased, since we are a hospital..."
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)
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)
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)
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)
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."
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."
About 800 TeleServices
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)
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)
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"
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)
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"
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.
IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
Related Editorial
- Working From Home - Members Comments - Part 2
- How Has COVID-19 Affected Call, E-mail Volumes In Your Center? - Part 2
- Working From Home - Members Comments - Part 1
- Recommendations To Help Manage The Virus Impact. - Part 2
- Recommendations To Help Manage The Virus Impact. - Part 1
- We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic? - Part 2
Published: Wednesday, March 25, 2020
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15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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