Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

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

If you operate a contact center how have you adapted to manage the pandemic?

Dimitri Pratamaputera Irman
Contact Center Agent

"Protect your employees!
- We can start to draw a plan and executing the plan to support and to protect our employees that is consistent in our government and company's conservative and protection policies.

Set up a functional response team.
- Create a response team and choose a higher rank person to report it directly to company CEO

Set-up a strict ground rules
- set-up a strict rule and apply it to all member of the staff to prevent strain transmission inside the company building."
About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
Charles Jackson
Vendor Manager

"We have BCP’s in place that allow us to utilise space in our outsourced partners as well as in house, as well in some cases additional contact centre space not currently utilised"

20 South Partners, LLC
United States

"Focus on remote work / WFH plans and disaster recovery."

Jassica Ong
Team Lead
ST Electronics

"We exercise social distancing by working in separate offices/rooms and also have lunch break at different time slots without overlapping to eliminate/minimize opportunities to interact physically."

Lígia de Sá Oliveira
Chefe de Equipa Back Office
ManpowerGroup Portugal

"At this moment we have DGS directions as well as internal prevention measures that we have to follow, for example:
- Inform direct management and proceed to the isolation area;
- Contact 24 Health Line - 808 24 24 24;
- SNS talks to work and identifies whether it is a suspected case or not."
About ManpowerGroup Portugal

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)
Steven Tippe
Manager, Product Support & Training
FCC AgExpert

"All of our employees are equipped with laptops and while it's not something we've ever instituted before, are capable of working from home. Internally, we've bumped up the messaging around staying home if you're unwell and how to reduce the spread of germs in the workplace. (Hand washing/sanitizing, sneeze/cough into your arm or elbow, not your hand, etc)"

Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank

"We cope with pandemic influence on our customer service from three different angles, space management and backup, employee management and backup, and system support.

1. Space backup: CUB’s customer center has 5 offices located at three different sites.

2. Space segmentation: The spaces in 5 offices has been divided into different blocks and fixed traffic flows. Such measure can lower the chance of cross infection and complete shutdown due to an office outbreak.

3. Employee backup: Employees in our customer center are equipped with multiple skillsets so that we can adjust our working group according to different situations or assign members to support coworkers in other offices.

4. Intelligent customer service resources: Our intelligent customer service, a virtual customer assistant, can cover more than 90% of the center’s operation. If the pandemic severely influences our workforce, our intelligent customer service is still able to cope with a majority of problems.

5. Work from home: Our intelligent customer service will be the front-line to handle customers’ problems. If those questions can’t be addressed by the system, our quarantined CSRs are still able to take over the job."
About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
Roger Calix
Caribbean Contact Center

"First, with the awareness of the agents, giving them recommendations and giving them gel and disinfectant towels, we also stopped using the access control biometric."
About Caribbean Contact Center

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)
Handel Gibbings
Service Desk Director
United States

"We currently have a provision that we can employ where our agents will be supplied IP phones and the phone system can direct calls to them so they can work remotely while they connect via our company's VPN. It has not been employed yet as we're waiting on direction from governmental authorities."
About CDMS Inc.

Managed Service Provider
Mattie Minas
General Manager, Customer Contact Centres

"Promoting Health and Hygiene as the number 1 priority for all staff
Doing our best to minimise panic and ensuring communication from the Senior Leaders is frequent"
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)
Anne joy Nakalanzi
Sales manager

"Avoid contact with persons such as shaking hands, hugging, and also always washing my hands using soap and water."

Dave D'Arcy
Senior Director International Care and Tech Support
United Kingdom

"We have implemented a work from home approach. All agents and managers are operating from home using cloud based products"
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)
Elizabeth Glagowski
Public Relations
United States

"Staggered work hours, at-home expansion, temporary sites. Lots of communication."
About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
Duncan Wallace
InterGlobal Management Group

"Our delivery centres are in Kenya and South Africa with no impact to date as cases in Africa negligible so far"

Arif Mehmood
Manager Operations
Luza Corp

"We will allow work from home"

Nugroho Juli Purnama
Head of Contact Center
Directorate General of Treasury

"We are making policy to minimize contact with others even among the agent itself. Also, we are terminating the face to face service at the moment."
About Directorate General of Treasury

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
Maaz Ahmad
Customer Service Professional

"I have increased software support and have allowed the agents to work remotely from home or from the place of their convenience. so that they can still work however it has increased the security risks regarding sensitive information and Network Security"

Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft

"Policies for sanitation
Policies for checking health status
Backup plan for home-office, and complete closure"

Leonard Chan
Chief Strategy Officer
800 TeleServices

"Promoted automated service; artificial intelligence robot solution; home agent solution.
Issue COVID-19 precautionary and preventive guidelines to all staff; supply employee necessary protection items such as protective mask, disinfectant alcohol, hand sanitizer, etc. Strengthen communication with employees to comfort staff concern on the pandemic and eliminate untrue rumour."

Skuli Skulason
Managing Director (CXO)
Reykjavik Energy

"Yes we have by as soon as the government issued emergency status we sent almost everyone home with their office equipment and have been running the company that way for a week."


Today's Tip of the Day - Outsourcing Service Agreements

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

Published: Thursday, March 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
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.
PH: +1 512-872-7565

Teckinfo Solutions Pvt. Ltd.

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.

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =