Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

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."

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

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.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Loyalty Versus Satisfaction

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

Published: Wednesday, April 1, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
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

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
PH: 1+480-435-9390
 

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 2003 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =