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News : Coronavirus: Spark Call Centres Hit by Lockdown in Philippines

#contactcenterworld, @sparknzltd

Auckland, New Zealand, March 17, 2020 -- Spark says customers may be kept waiting after its call centres in the Philippines were closed temporarily as part of a lockdown to halt the spread of the coronavirus.

The closure of its call centres in the capital of Manila was a result of the Philippine government's action, not an identified case of Covid-19, Spark said.

In the meantime, customers will be directed to Spark's New Zealand-based call centre agents.

Call volumes were at normal levels on Tuesday morning, but customers were warned they may experience longer wait times than usual.

"As the Covid-19 situation develops we are focussed on ensuring the health and safety of all our people – including those working in New Zealand and our call centre agents offshore," said Grant McBeath, Spark's customer director.

"We are grateful to New Zealanders for their patience and understanding while we work through this situation, and we will keep our customers updated as the situation evolves."

Spark encouraged customers to log in to their MySpark app to access account details and make changes to their service, or visit their nearest Spark store.


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"The geographical spread of Spark's customer care teams, with agents situated in multiple locations off-shore and multiple locations in New Zealand, as well as agents working from home, ensures diversity in Spark's call centre network and business continuity in unexpected situations such as the unprecedented disruption caused by Covid-19," the company said.

Vodafone does not have any call centres in the Philippines.

"We have a Business Continuity Plan action group set up locally, and are working closely with our international colleagues including offshore call centres to respond to the ever-changing impacts of Covid-19," said Vodafone spokeswoman Nicky Preston.

"Our contact centre contingency planning allows for work and calls to be diverted to different offices in New Zealand and India. We are confident in our ability to shut down our office sites without affecting the service we provide to our customers, and we will continue to monitor the situation closely."

Craig Young, chief executive of the Telecommunications Users Association, said most large global IT firms had call centres in the Philippines, along with India.

"The impact will be significant, particularly for the IT industry," he said.

On Monday, Philippine President Rodrigo Duterte widened a month-long lockdown in the capital region to contain an outbreak of the new coronavirus.

An "enhanced quarantine" of the island with a population of at least 57 million people will be implemented until April 12, Duterte said. Mainland Luzon will be on a strict home quarantine that the police and military will oversee, and workers must work from home to "significantly" limit movement, he said.

"Everyone must stay at home, leaving their houses only to buy food, medicine and other basics necessary for survival in the coming days," Duterte said.

The virus has infected at least 140 people in the Philippines and killed a dozen.

#contactcenterworld, @sparknzltd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.stuff.co.nz


Today's Tip of the Day - Lifetime Of A Number

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

Published: Wednesday, March 18, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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