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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
Pertamina
Indonesia

"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
Grabtaxi
Singapore

"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"

 
J N
20 South Partners, LLC
United States

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

 
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Jassica Ong
Team Lead
ST Electronics
Singapore

"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
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
Canada

"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
Taiwan

"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
Manager
Caribbean Contact Center
Honduras

"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."

 
Handel Gibbings
Service Desk Director
CDMS Inc.
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
Spotless
Australia

"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
Uganda

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

 
Dave D'Arcy
Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

"We have implemented a work from home approach. All agents and managers are operating from home using cloud based products"

About RingCentral UK Ltd

RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Wh... (read more)
 
Elizabeth Glagowski
Public Relations
TTEC
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
Principal
InterGlobal Management Group
Australia

"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
India

"We will allow work from home"

 
Nugroho Juli Purnama
Head of Contact Center
Directorate General of Treasury
Indonesia

"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
Jazz
Pakistan

"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
Hungary

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

 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"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
Iceland

"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 - Listen

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

Published: Thursday, March 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 

About us - in 60 seconds!

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