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News : BPO Workers Network to Launch Own Probe on NCCC Mall Fire

#contactcenterworld, @bienphilippines

Davao City, Philippines, Jan, 2018 -- An independent network of employees working in business process outsourcing companies plans to conduct its own probe on the tragic fire incident that killed dozens of call center workers here last December 23.

The BPO Industry Employees Network (BIEN), along with progressive groups in Davao City gathered Wednesday, January 3 in front of the mall for a mass and candle lighting activity.

"Beyond grief, we are here to conduct an independent investigation on the matter despite the results given by the authorities to determine who should be held accountable for the death of the victims," said Jupiter Delda, BIEN public relations officer.

At least 37 lives were lost in the NCCC Mall of Davao fire incident, only one of the casualties was an employee of the home-grown shopping mall, while the rest were employees of the Research Now Survey Sampling International (RN SSI) Davao.

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BIEN expressed dismay over the non-compliance of the companies to safety standards implemented by the government.

"In our initial investigation, the SSI is non-compliant to safety standards. Though, it’s not a surprise anymore since BPO industries are accredited by Philippine Economic Zone Authority (PEZA) where they are free from thorough inspection and permits are granted after filling-in some forms" he said.

PEZA, on the other hand, confirmed that SSI has failed to comply with their fire safety requirements since 2013.

The progressive labor center, Kilusang Mayo Uno Southern Mindanao Region also blamed the Department of Labor and Employment (DOLE).

"In 2015, the DOLE issued labor permit both to RN SSI and NCCC through self-assessment. Meaning, the employers can just simply submit the necessary documents needed where they can simply state that their water sprinklers, emergency alarms and fire distinguishers are functioning," said Carlo Olalo, KMU-SMR Secretary General.

"But with the accounts coming from the survivors, we know this is not the case and the government let this happened by not conducting strict and proper on-site inspection," Olalo added.

The DOLE is yet to give the recent Notice of Results (NR) of RN SSI which contains the report on the general labor standards and occupational safety and health standards measurements on labor laws compliance assessment checklist.

This can only be issued by DOLE Labor Law Compliance Officers as they conduct on-site inspection visits.

Delda, meanwhile, said the NCCC management is not giving them clear answers.

"They are still pointing fingers. When in fact, this is a responsibility, an obligation, not only of BPO’s, but all of the industry companies and for the government to make the welfare of the workers their priority as service providers directly affected by such incident," Delda added.

#contactcenterworld, @bienphilippines

Posted by Veronica Silva Cusi, news correspondent
Source: http://davaotoday.com


About Research Now SSI:
Company LogoResearch Now SSI is a ag global provider of first-party consumer and professional data based on extensive, proprietary market research panels. Around this core asset of opted-in, managed data, the company has built innovative data services and solutions that bring the voice of the individual to the entire marketing spectrum, from research to marketing to advertising. Research Now SSI serves more than 4,000 market research agencies, media and advertising agencies, consulting and investment firms, and healthcare and corporate customers in the Americas, Europe, and Asia-Pacific.
Company RSS Feed   Company Profile Page

About BPO Industry Employees Network:
Company LogoThe BPO Industry Employees’ Network or BIEN is a network that aims to provide a forum where employees across the BPO industry can exchange ideas about life and work, provide help to each other in various ways, and meet new friends.
Company RSS Feed   Company Facebook   Company Twitter   Company Profile Page

Today's Tip of the Day - Know Yourself Before You Look At Your Competitors

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

Published: Monday, January 8, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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