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News : Call Centre for EU Travel Cert Queries Overwhelmed with ‘Very High Number of Calls’

#contactcenterworld

Dublin, Ireland, July, 2021 -- The call centre dealing with queries for the EU Digital Covid Cert has been overwhelmed with "a very high number of calls" since it began operation this morning.

It is is overseen by the Department of Health and was set up to deal with queries relating to the EU travel cert, which is in operation from today.

The number for the helpline is 1800 85 1504, however, Independent.ie called the helpline a number of times this morning and the call was not connected during any of the calls.

Some Twitter users who got through wrote that they have been waiting for hours to speak to a staff member.

A spokesperson for the Department said that users calling the centre may experience "delays" due to "a very high volume of calls".

"The Digital Covid Certificate Service Centre is currently handling a very high volume of calls and delays may be experienced by members of the public trying to contact the centre.

"We are currently working to increase the capacity of the service centre. The helpline number is 1800 851 504 and is for queries relating to your vaccination certificate and/or requesting your recovery certificate," the spokesperson said.

An emergency helpline was in operation last week, and on its first day, only one in three phone calls were physically answered by an operator.


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Out of 4,000 calls received, around 2,300 people "gave up" on their calls, according to junior minister Ossian Smyth.

Certs are being issued for vaccinated people by email or post.

A spokesperson for the Department of Public Expenditure and Reform said that 1.1m email certs have been issued as of this morning and 870,000 hard copies have been sent via post.

However, passengers who have recovered from the virus in the past six months need to contact the helpline and request a cert.

Passengers who are going abroad can also ring the helpline if they have a query relating to their certs.

While the EU travel cert is not necessary for travel abroad, it helps to speed up processing times at airports.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.independent.ie


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Be Prepared!

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

Published: Friday, July 23, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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