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News : Canada Launches Dedicated CERB Call Centre with 1,500 Agents

#contactcenterworld

Vancouver, BC, Canada, April 8, 2020 -- The federal government is launching a dedicated Canada Emergency Response Benefit call centre after receiving more than four million applications in less than a month – and many of its agents will be working from home.

The move comes after the benefit saw 1.7 million applications this week alone. The call centre will have 1,500 employees, who will join the approximately 1,000 Employment Insurance call centre workers who have been processing the unprecedented number of applications that started when businesses began to close last month.

The CERB, about $2,000 a month for up to 16 weeks, is for Canadians who have lost income because of COVID-19 and launched on April 6. To manage volume, applicants were asked to log in to the Canada Revenue Agency website according to their birth date.

A spokesperson for Employment and Social Development Canada told CTV News Vancouver that many of the new CERB call centre operators will be working from home.

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"Telecommunications equipment continues to be deployed to call centre agents across the country to enable them to respond to Canadians’ calls from their home. The department’s new Canada Emergency Response Benefit (CERB) Call Centre will be almost entirely virtual, allowing agents to answer calls from their homes."

Since March 15, 4.26 million people have applied for the two funds. Those who applied for EI will get the CERB for four months, and collect EI after. About 3.87 million of the applications have been processed, the spokesperson said, and some Canadians are already receiving their deposits.

But some reported to CTV News Vancouver in March that they were unable to get through to the call centre and waited for hours on hold or never got through at all.

The spokesperson said Service Canada has redeployed 3,000 additional staff from other "less critical activities" to deal with the EI and CERB applications.

"Service Canada expects that virtually all of these new applications will have been processed by the end of this week."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://bc.ctvnews.ca


Today's Tip of the Day - A Welcome Call

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

Published: Friday, April 10, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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