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News : Call Centre Staff 'Offered 50% Increase to Work During Lockdown'

#contactcenterworld

Cape Town, South Africa, March 31, 2020 -- Some call centre employees say they feel their well-being is not being taken seriously as a number of businesses have remained open during the national lockdown, insisting they are an essential service.

A call centre agent based in the CBD, who asked not to be named for fear of losing his job, said employees were offered a 50% increase if they worked during the period.

"They are offering 50% upliftment for agents on top of what you are earning now. This is an act against the government. They are saying we will offer people more money and obviously many people will want to be at work."

He said he would not be taking up the offer.

Another agent said they resorted to asking political party officials to try to get the centre to close.

"We are stressed out as to why should we come to work during this period and the bosses or directors can go home and be safe while we are exposed to this."

He said they were told they would be given gloves and face masks to work with.

Another agent from Capita in Century City said the call centre was closed just before the lockdown came into effect.

"I think they felt the pressure there were protests at other call centres."

He said the company was now trying to make plans to get laptops for those staff able to work from home.

A Capita spokesperson said: "We have closed all our offices in South Africa as of Thursday, as per the government’s requirement for lockdown.

"Wherever possible, colleagues will work from home so we can continue to serve our customers and clients."

Locally based provider of a range of outsourcing services, WNS SA media spokesperson Pieter du Preez said some of the services they provided were essential and all other employees would be working from home.

"We are following due process and all essential staff tied to these processes will be carrying permits should they need to visit one of our centres.

The City, meanwhile, said Cape Town had a high representation of local and international Business Processing Outsource (BPO) companies, which employed 29 000 people via call centres and mainly worked in utilities, transport and telecommunications services. This included those who fell under the exemption category.

"We are working with industry to identify innovative practices to combat present challenges. These options include providing remote skills training for beneficiaries who are currently training, to avoid classroom contact and exposure but still provide a steady pipeline of skilled workers for the sector, which we identified as a high-growth sector.

"We are also engaging with companies regarding alternative arrangements for workers to provide suitable sites, including work from home solutions where possible," the City said.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.iol.co.za


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 - Look Under The Hood!

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

Published: Wednesday, April 1, 2020

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
PH: 18003904866

2.) 
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

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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