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News : Deputy First Minister Does Not Rule Out Sanctions for Cluster Call Centre

#contactcenterworld, @sitel_worldwide

North Lanarkshire, Scotland, July 20, 2020 - Scotland’s Deputy First Minister has not ruled out penalties being levied against the owners of a North Lanarkshire call centre which has seen a cluster of Covid-19 cases.

Six cases were reported on Sunday within the Sitel call centre at Eurocentral business park near Bellshill, which is currently working on test and trace cases for NHS England.

John Swinney said on Monday that the outbreak was a matter of "serious concern", adding the Scottish Government believed there had been transmission between staff.

Mr Swinney also said investigations would need to be undertaken to "get an understanding" of how guidance was being followed within the facility.

When asked on the BBC’s Good Morning Scotland radio programme on Monday if penalties could levied against Sitel, Mr Swinney said: "These are all issues that will be explored, but what our primary focus is on is to make sure that we interrupt any transmission of the virus.

"The virus is at a very low level within Scottish society today, the compliance efforts of members of the public have successfully reduced the prevalence of coronavirus, but we have to keep it that way."

Mr Swinney added that actions being taken by NHS Lanarkshire and North Lanarkshire Council were "reassuring".

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The outbreak was discovered on Sunday morning, with all members of staff asked to work from home and being offered a test for Covid-19.

Measures have been brought in by the region’s health board to try to suppress the outbreak.

An NHS Test and Trace spokeswoman said: "We are aware of a local outbreak of Covid-19 at the Sitel site in Motherwell. This is being managed by Sitel and colleagues in NHS Lanarkshire, who are following appropriate test and protect action in line with Scottish Government advice.

"We take the safety and wellbeing of our staff very seriously. Everyone at the site is currently working from home while a deep clean takes place, and will be offered a test within the next 24 hours."

NHS Test and Trace is a service operated by the NHS in England to track and help prevent the spread of Covid-19 south of the border.

Earlier, Professor Hugh Pennington, emeritus professor of bacteriology at the University of Aberdeen, told the same programme: "I’m not surprised to hear about a cluster because that’s the way this virus behaves; it’s done that in all the other countries that we have good records for, that getting on for half the cases do occur in outbreaks and some of them can be quite big.

"This is clearly not a particular surprise that we have a cluster of cases in Scotland because we know the virus has not gone away, but it’s a bit disappointing we’ve got these two days where we’ve got more than 20 cases because for quite a long time now we’ve been seeing most parts of Scotland recording no new cases at all."

He added that it is too early to tell whether the jump in cases is due to the easing of lockdown measures, and said that carrying out more testing will also pick up more cases.

Figures released by the Scottish Government on Sunday showed Scotland recorded 23 new confirmed cases of coronavirus in 24 hours – the highest increase in almost a month – and up two from 21 on Saturday.

Sunday’s figures marked five consecutive days with rising cases, up from three on Tuesday, although no further deaths of people who have tested positive for Covid-19 have been recorded, remaining at 2,491.

Posted by Veronica Silva Cusi, news correspondent
Source: https://ca.sports.yahoo.com/news/deputy-first-minister-does-not-083208268.html


About Sitel:
Company LogoWe are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
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Today's Tip of the Day - Know Your Stuff

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

Published: Tuesday, July 21, 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.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
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)

6.) 
eGain Corporation

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

7.) 
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.

8.) 
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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