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?
Contact Center Agent
"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."
PT Pertamina (Persero) has now journeyed with over six decades of experience in the energy industry. Pertamina continues to work hard in building the nation through strengthening its commitment in the... (read more)
"Decreased - grated it as BAU (Business as usual)"
A Christian Not for Profit company serving the community and aged care sectors in Sydney
ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
We are a small Call Center located in the coast of Honduras, Central America, near to Bay Island, with vast experiences in Sales, marketing, lead Generation, Real State, Surveys and Medical interpreta... (read more)
InterGlobal Management Group
"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."
Call Center Studio
"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."
Google Powered Cloud Call Center: For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio by Alo... (read more)
Regional Head of Service Delivery APAC
"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."
Aspire Lifestyles is a global provider in B2B benefit solutions and concierge services. Our wide range of custom-built programs is designed to anticipate the needs of our client’s most valued custome... (read more)
Sensée HomeAgents handle customer contacts for leading UK businesses on an outsourced basis. With 12 years experience and over 500 employed HomeAgents, we have a solid record of outperforming traditio... (read more)
"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"
Media Consultancy, PR, Advertising & BPO. A multidisciplinary Service Provider expanding internationally. Integrated with International Federation of Journalists, Press foundation of Pakistan and Paki... (read more)
DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and oc... (read more)
Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
"By telling the staff to remain calm and focus, and that the situation have a limited time frame."
AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance... (read more)
Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
Managing Director (CXO)
"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 - What Do You Need?
Published: Thursday, March 26, 2020
2020 Buyers Guide Workforce Management
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