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Executive Interview : We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic? - Part 2

We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic?- part 2

Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney
Australia

"Setting up laptops for remote working"
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

"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"

 
Dmitriy Kolinko
Independent consultant for managing call / contact centers
Independent
Ukraine

"bought an antiseptic, frequent cleaning"

 

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Sarah Dastvan
Contact Center Trainer
MCI
Iran

"In our company we provide our staff with working from home instead of going to work place"
About MCI

The biggest Mobile communication company of Iran with about 60 Million clients.
 
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada

"Preparing for several scenarios with Work from home and remote regional options."
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, no actions have been needed in the contact center to manage the pandemic."

 
Haluk Cavusoglu
CEO
Cloudyflex
Turkey

"We have a very small contact centre. Hence not affected much other than some disturbances on the employees side"
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)
 
Garry Schultz
Principal
RotR
Canada

"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."
About RotR

Customer Success consultant
 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"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 the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"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."

 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"We just maintain very high hygiene level and reduce physical contact. Hand sanitizers were also bought for agents to reduce regular standup"

 
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran

"We have decreased also the number of employees, and also the daily work hours"
About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
 
Mark Walton
CEO
Sensée
United Kingdom

"100 % of our agents are home based"
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)
 
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

"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"

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

"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.
 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

"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 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)
 
José Jorge Batista
Portugal

"By following the local authorities advices, suggestions and requests."

 
Hisham Hajar
CC Director
Asiacell
Iraq

"Reducing working hours separate the employees in different locations, start working from home for some agents specially digital team"
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
United States

"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

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 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.
 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

"Everyone is working from home"
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 - Choose Your Rota!

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

Published: Friday, March 20, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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