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News : Coronavirus: Call Centres Look at Supervision of Lifts in Back to Work Plan

#contactcenterworld, @CCNNIre

Belfast, Northern Ireland, May 12, 2020 - Call centres which have implemented working from home during the pandemic will have to look at factors such as elevator management if they embark on bringing staff back, it's been claimed.

Contact Centre Network NI, which represents call centres, has said many have enabled staff to work from home with buildings estimated to be just 20% full.

And while some companies will own their buildings, others will pay rent which will still be due, even if the building is not being fully occupied.

Where staff have chosen to continue to come into work, network director Jayne Davies said measures had already been put in place.

It's estimated around 18,000 people here work in call centres for businesses such as outsourcing companies, banks, IT companies, utilities companies and insurance firms.

Ms Davies said: "Although we cannot speak for the whole of the industry, best practice included operating at a two-metre distance, bays and desks closed, marking floors, altering shift patterns and deep cleaning after every shift rotation."

Canteens have also been closed and lift usage monitored at some companies.

"Some limited lifts to one or two people depending on capacity and with floor markings or a one-way system on stairs," the network director said.

"In addition to everything listed above they are exploring PPE and ensuring their buildings are safe and they have deep cleaning process in place."

Simon Campbell, managing director of Portview Fit-Out, said lift management could become a key element of managing social distancing, particularly in tall buildings.

"You could halve the maximum number of people allowed in a lift from, say, 10 to five," he said.

Ms Davies said call centres would also be considering the needs of those struggling with working from home. "This will need to be weighed against the safety of people," she explained.

"An example would be if someone is struggling with their mental health from being isolated, how easily can they get back to the office? Do they need public transport? Do they have any underlying conditions?"

She said that having made the adjustment, companies were seeing benefits such as reduced absence and increased productivity.

"For the most there is no immediate need for mobilisation to get everyone straight back into work and any decisions will need to be inclusive and changes made with people," she said.

"We think that home working will be here to some degree for the foreseeable future and companies will be reviewing their needs in line with this."

But she added the need for home working had caused initial problems for some firms who didn't have enough laptops for staff.

"With regards to our members, some are still working from offices but none seem to be above 20% capacity in their buildings," she said.

Brian Lavery, managing director of commercial property agency CBRE, said he believed offices will still be sought-after.

"Companies will have had very different experiences and levels of success utilising home working," he said. "We must also remember the majority will be operating in a very reduced marketplace so performance is extremely difficult to judge.

"In my opinion, the majority of companies will wish for a return to their offices and resume collaboration between teams and individuals.

"They may well adopt a more flexible approach to office working hours, and increased working from home, but they will still require collaborative space that just doesn't happen online.

"Workplaces and offices will be changed by this pandemic, but the demand for office space will, in my opinion, be far more influenced by how the Northern Ireland and world economy recovers."

BT said the majority of its office staff were still working from home, including most call centre workers.

"We introduced safety measures in our buildings and we're closely following guidance from Government and public health authorities on cleaning, social distancing and safeguarding our people," it said.

#contactcenterworld, @CCNNIre

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Promote Hands On

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

Published: Wednesday, May 13, 2020

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

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:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800


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


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

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023

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