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News : Firms Have Made Over 100,000 Phone Calls to Hotline about Safe Distancing Measures

#contactcenterworld

Singapore, June 16, 2020 -- Businesses affected by safe distancing measures made 110,000 phone calls to government agency Enterprise Singapore's (ESG) information hotline between April 3 and June 15.

Some 45,000 e-mail inquiries on circuit breaker and phased reopening guidelines were also addressed over the same period, ESG said on Tuesday (June 16).

Speaking to the media after a tour of ESG's dedicated call centre in Tai Seng on Tuesday, Trade and Industry Minister Chan Chun Sing said that the centre facilitates "two-way" communication between businesses and government agencies.

It is not just about addressing the problems and queries that companies have, he said.

"From the questions that businesses call in and ask, we also get a good sense of the pulse (on the ground), the pain points, the opportunities and this is also where it helps us refine some of the rules that we implement," said Mr Chan.

"We want them to resume their businesses in a sustainable manner, so it is in the interests of the businesses to make sure that they put in place safe management measures," the minister said, adding that it is not just about meeting the rules that are set, but more about how businesses can sustain their operations through these measures for both their employees and customers.

The call centre was set up in April after circuit breaker measures were announced, with close to 800 volunteers from 48 government agencies manning the Enterprise Infoline during the period of heightened safe distancing measures.

Currently, around 50 to 60 call centre agents answer phone queries daily.

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The centre is expected to continue operating in the coming months as businesses have different queries about reopening guidelines and transitioning to new modes of operations, Mr Chan said.

Agents at the ESG call centre include workers who have been redeployed from companies badly hit by the coronavirus pandemic, such as ground handling company Sats, operators hired through recruitment agencies, volunteers from other government agencies and ESG staff.

Among those manning the lines is Mr Louis Loo, 70, who had been a tour guide and a part-timer with customer service at the Singapore Tourism Board's visitor centre since retiring in 2017.

As tourism suffered massively from the impact of the Covid-19 pandemic, he decided to join the call centre as his "interest is in meeting and talking to people", he said.

Explaining that some businesses got frustrated when their registered primary activities did not qualify as essential services and thus were not allowed to operate during the circuit breaker period, Mr Loo said: "This is where our training in soft skills kicked in; how to handle (different callers). Subsequently, after listening to them and... letting them throw out their frustrations, they would eventually cool down and accept what you're telling them."

Businesses commonly asked when they could resume operations and why there was a cutback in essential services permitted to operate halfway through the circuit breaker, Mr Loo shared, adding that the longest call he had took about half an hour.

Trade associations and chambers have also played an active role in designing and developing measures for particular industries, Mr Chan said.

The Singapore Business Federation's CovidBiz Helpline, which helps businesses navigate government advisories and updates such as border restrictions, received about 960 inquiries from more than 600 companies between April 6 and June 15.

In addition, the Singapore Malay Chamber of Commerce and Industry has engaged over 1,100 companies through industry group discussions.

Meanwhile, the Singapore Indian Chamber of Commerce and Industry has negotiated preferential interest rates with banks and private financial institutions for its members and Singaporean Indian businesses to address cash flow concerns.

Said Mr Chan: "We hope that in many of the industries, we will be able to set new benchmarks on how we can do (things), not just for ourselves, but also to demonstrate to the... regional market how we can resume activities in a sustainable way."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.straitstimes.com


About Enterprise Singapore:
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Today's Tip of the Day - Pre-Call Activity

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

Published: Wednesday, June 17, 2020

Printer Friendly Version Printer friendly version

2022 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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
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)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
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.

7.) 
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)
 

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