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News : 33 Per Cent of BPO Staff Working Remotely

#contactcenterworld

Kingston, Jamaica, May, 2020 - Prime Minister, Andrew Holness, says 33 per cent of employees in the business process outsourcing (BPO) sector are now working from home.

"They have moved operations to work at home, which is a new model that is emerging that some BPOs are finding to be particularly cost-effective and efficient," he said in the House of Representatives on Tuesday.

"What they are saying to us is that we may need to consider new regulations to cover that emerging new way of operating," he added.

Holness told the House that inspection of BPO facilities continues and that more than 40 entities have been approved to operate.

"Others are at varying degrees of compliance and they are working to meet compliance," he said.

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The islandwide inspection of BPOs is among several measures being undertaken by the Government to prevent further spread of the coronavirus (COVID-19) following last month’s outbreak at the Alorica call centre in Portmore, St Catherine.

The inspection process is being spearheaded by the newly established BPO task force, which has also implemented measures, including new inspection and audit protocols, a self-inspection checklist that has been signed off by all agencies and departments, the submission of daily reports by all BPO operators to the Ministry of Health and Wellness, and installation of closed-circuit televisions (CCTV) at all BPO facilities.

Meanwhile, Holness said that while the BPO market is very competitive, Jamaica has managed to do very well.

"In less than a decade, we have grown the business significantly to have approximately 40,000 persons working in the industry. We cannot allow the industry to suffer, but the industry will have to adjust and the Government is working… to ensure that it is able to adjust very quickly to the new work normal that has to emerge," he noted.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://jamaica-gleaner.com


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Today's Tip of the Day - Learn Through Bad Experience

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

Published: Monday, May 18, 2020

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2020 Buyers Guide Recording

 
1.) 
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

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Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 
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