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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 - Team Days

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

Published: Tuesday, July 21, 2020

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2020 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
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)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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