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Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Vodafone Fiji
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Royal Commission of Yanbu
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Executive Interview : How Has COVID-19 Affected Call, E-mail Volumes In Your Center? - Part 2

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?

Dimitri Pratamaputera Irman
Customer Voice Management
Pertamina
Indonesia

"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."

About Pertamina

Pertamina is Indonesia's state-owned enterprise (SOE) that is active in the upstream and downstream sectors of the oil and gas industry. The upstream sector covers the exploration and production of oi... (read more)
 
Charles Jackson
Vendor Manager
Grabtaxi
Singapore

"Decreased - grated it as BAU (Business as usual)"

 
J
20 South Partners, LLC
United States

"Stayed the same for now"

 
Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney
Australia

"No significant changes"

About Anglicare Sydney

A Christian Not for Profit company serving the community and aged care sectors in Sydney
 
Haytham Al-zghoul
Customer service coordinator
Vogacloset
Jordan

"Stayed the same since the virus emerged"

 
Jassica Ong
Team Lead
ST Electronics
Singapore

"Our volume has increased due to launch of initiatives. The virus did not influence the volume of calls received. We manage the high call volume by having note takers to ensure service level and arrange callback within a day."

 
Lígia de Sá Oliveira
Chefe de Equipa Back Office
ManpowerGroup Portugal
Portugal

"At this moment we see a decrease in complaints."

About ManpowerGroup Portugal

Companies must have a clear picture of the outcome needed to win - now and in the future - and accelerate their business strategy. The successful ones know more than just the number of people needed t... (read more)
 
Roger Calix
Manager
Caribbean Contact Center
Honduras

"Nothing has changed, everything remains the same"

 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"To date volumes relating to travel related bookings have increased substantially, we are moderating this with overflow into other parts of our support services to at least get calls answered with call back mechanisms in place."

 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"Since the initiation of the Outbreak, all channels traffic have increased vastly due to the urge and desire of working remotely from home. Since we are perfectly adaptable, we managed to provide the agents with the the ease of working remotely from anywhere they want."

About Call Center Studio

Call Center Studio is a powerful multi-channel, scalable AI-powered software which is designed to enrich the experience for both your agents and your customers.
 
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
Singapore

"Depending on the nature of the business. In my company, we have seen a mixed across business lines as we cover travel, medical and security. Requests for covid-19 information, webinar and advice have definitely sky rocketed."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"E-mail, chats and even calls have remained the same"

 
Mark Walton
CEO
Sensée
United Kingdom

"Dramatically increased"

About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 

Pakistan

"It has been teetering and we have been able to schedule resources accordingly.When the Panic increases people call out and as for a day off, if they are made to believe that they are going to be in a safe environment they trust and show up. Employee health is the top priority at the end of the day"

 
Asad Qasmi
Head (VP) Customer Experience
TCS Private Limited
Pakistan

"All traffic has increased"

 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"At this point, volume has been relatively consistent with most of our programs"

About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
 
José Jorge Batista
Senior Crew Agent
Fleetcor
Portugal

"By telling the staff to remain calm and focus, and that the situation have a limited time frame."

 
Hisham Hajar
CC Director
Asiacell
Iraq

"The same"

About Asiacell

AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
 
Kyra James
Advisor II Technical Support
Concentrix + Webhelp
United States

"Nothing has changed for the call center"

About Concentrix + Webhelp

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries... (read more)
 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"We have seen an increase in volume as we are food delivery service and more customers are staying home and ordering pizza."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"The productivity has not decreased in the call center because 80% of all the staff are working remotely and can answer phone and do everything from there.
But managing the group has been challenging and the main focus of the management team has been to keep people together and on the roes through teams meetings and more."

 

Today's Tip of the Day - 100% Recording

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

Related Editorial

Published: Thursday, March 26, 2020

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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.

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InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
 

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