We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic?- part 2
About Anglicare Sydney
A Christian Not for Profit company serving the community and aged care sectors in Sydney
Customer service coordinatorVogacloset
I can make the team work remotely from home to not spread the disease more, also we can ship the products with sterilization and make the customer more satisfied"
Independent consultant for managing call / contact centers
bought an antiseptic, frequent cleaning"
Contact Center TrainerMCI
In our company we provide our staff with working from home instead of going to work place"
The biggest Mobile communication company of Iran with about 60 Million clients.
We have a very small contact centre. Hence not affected much other than some disturbances on the employees side"
About CloudyflexCloudyflex 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) Garry Schultz
Not the answer I believe you are fishing for but, fact is, volume will go up as more consumers have time to use entertainment software (like DVD burning and photo enhancement). More use equates to higher volume of TS traffic."
Customer Success consultant
Director of Channel DevelopmentCall Center Studio
We are not the ones that operate a contact center, yet our clients do. Their main desire is to send their agents to their home for a much secure work environment, and almost each and every one of them are now searching for ways to work remotely. Thanks to our scalability, they can easily work from their home."
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.
First VP, Group Head of Operational ExcellenceUnited Overseas Bank Ltd
For the operations team or contact centres, we split operations team into 2 (people in different teams are not supposed to meet one another even for clients meeting), in some countries all or half working from home, we deployed our relevant technologies and rented laptops. For the calls routing, some calls routed via softphone and some routed to mobile phones. As we covered worldwide business, the solutions would have to tailor to local situation and a standard operating procedure has been circulated for working from home. Temperatures taking daily, hand sanitizer and masks distributed, employee assistance program for those who needed to speak to a counsellor or felt the stress having to manage the situation. All essential business travels would be approved by our Regional Medical Directors."
Team Lead CommunicationsSlot Systems Limited
We just maintain very high hygiene level and reduce physical contact. Hand sanitizers were also bought for agents to reduce regular standup"
About Baran Communication Center
our company is a dealing wholesaler, distributor and service provider in the fields of communication.
About SenséeSensée 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) David
Director - Central Outreach & EngagementLandmark Health
We have redirected certain calls to our Tier 4 groups which consists of RNs, MAs, and Nurse Practitioners to triage certain calls and take appropriate actions when required.
We also have send some of our high risk agents home to take calls from home instead coming into the office"
Executive Vice President Sales and MarketingRadius Global Solutions
Most of our change has been around expanding our work at home agent strategy. Moving call volume from one site to another didn't seem like a solid, long term strategy."
About Radius Global Solutions
Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
Optimization and Process Expert (Telephone Access and Client Services)Mcgill University Health Centre
We operate from 2 physical sites and have disinfectant for all shared stations. Employees coming back from abroad (anywhere since yesterday) have a 14 day mandatory quarantine. We have daily (more frequent these days) updates on the intranet on measures for the public and staff. We encourage work from home if possible (unfortunately not yet possible for our phone agents)."
About Mcgill University Health CentreThe 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)
Reducing working hours separate the employees in different locations, start working from home for some agents specially digital team"
AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
Advisor II Technical SupportConcentrix + Webhelp
I know they can't make us all work at home or send us with paid days off, but these people travel all around where outbreaks are proven so anything will help us all - face masks, gloves etc would help everyone"
About Concentrix + WebhelpConcentrix 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 CentresPanago Pizza
We have increased daily cleaning activities and work rapidly looking to expand our at-home program."
About Panago Pizza
Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
About IGT Italy
IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.