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News : Alorica Shuts Down Second Plant

#contactcenterworld, @OfficialAlorica

Kingston, Jamaica, April 14, 2020 -- Call centre Alorica has shut down its Kingston branch – its second closure in as many days – as concerns swirl about coronavirus contact tracing and the vulnerability of employees in the business process outsourcing (BPO) sector.

Approximately 140 staffers at Alorica’s Portmore offices have, over the last 48 hours, undergone testing for the new coronavirus after two co-workers were confirmed as positive for COVID-19.

"Continuing with our commitment to keep our employees health and well-being top of mind, we have decided to temporarily close our Kingston site as well, starting tomorrow (Tuesday)," read a statement issued to workers Monday which The Gleaner obtained.

But workers who routinely utilise buses hired by Alorica have admitted to being at risk of contracting COVID-19 because of cross-training of staff between the Portmore and Kingston offices. Kingston staff also interface with Portmore staff when they arrive at the Portmore Informatics Park for transit to the city.

The BPO staffers have called for "a clear transportation policy" to be put in place to alleviate their fears.

Speaking on condition of anonymity, an employee of Alorica said that she was alarmed that no adjustment has been put in place to deal with issues related to the group transportation policy.

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"I am very worried now because it seems to me that the same bus that takes people here to the Portmore branch could be the same one being used to take us to the branch in Kingston," said Simone Parsons*.

"I wait here (outside the Alorica Portmore branch) daily for the staff bus and I have never been so worried, because now that two persons are positive, it is easy to do the maths.

"Scores may be positive and some may use the same bus," she said.

Calls placed to at least three different Portmore-based call centres, including Alorica, went unanswered yesterday.

High-density incubators

BPOs have been a fast-rising job sponge in Jamaica over the last decade, accounting for a workforce of almost 40,000. The Holness administration has exempted call centre workers from curfew orders that are set to expire on April 21.

BPOs are high-density environments that could be incubators for viral spread, especially if social-distancing guidelines are flouted, or where compliance is a logistical nightmare. Alorica Portmore reportedly has about 600 workers.

Yesterday, scores of workers were tested at Alorica Portmore.

One health official said it was a prudent move by the South East Regional Health Authority to get a handle on the fast-spreading virus by testing those who would have likely been in contact with the positive employees.

"Persons are being tested at this location based on the numbers expected, as there would not be enough spacing at a health centre, and also we wanted to make sure those coming actually work here. We can control and confirm that they are from Alorica," said a healthcare worker who identified herself as Nurse Smith.

Beatrice Larmond*, an Ibex call-centre employee who boarded the company’s contracted bus to Spanish Town yesterday, told The Gleaner that she, too, depends heavily on the service, but is now reviewing her options.

"This is such a scary time for everybody, and even on the staff bus, I try very hard not to touch any rails or seating. Nothing is provided for us while on board, not even little hand sanitiser, so I keep my hands off everything and wear my mask as well," she said.

One bus driver said that he discontinued the sanitisation of hands because he was the victim of disrespect by travelling workers.

"I stopped disinfecting the workers’ hands because not all good efforts are appreciated. But I still have sanitisers in the bus for whoever wants to use it," said the driver, who asked that his name not be used.

Last Friday, the health ministry reported that a 21-year-old woman from St Catherine, who works at Alorica call centre, tested positive for the respiratory virus. By Sunday, a 19-year-old Clarendon man was also confirmed as being infected. He, too, is an employee of Alorica.

*Name changed on request.

#contactcenterworld, @OfficialAlorica

Posted by Veronica Silva Cusi, news correspondent

About Alorica:
Company LogoAt Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees across the globe.
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Today's Tip of the Day - Consider Your Center As A Production Line

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

Published: Wednesday, April 15, 2020

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2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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