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News : How India's Huge Call Centre Industry is Coping with Lockdown

#contactcenterworld

Delhi/Bengaluru, India, March 25, 2020 -- As the coronavirus pandemic pushes India into a lockdown, the call centres and information technology services firms that function as the world's back office are struggling to piece together work-from-home solutions and other business-continuity plans.

Prime Minister Narendra Modi ordered 1.3 billion Indians to stay at home for 21 days to stem the spread of SARS-CoV-2, following earlier lock-down orders in many cities and states.

As of Tuesday, India had reported over 500 cases of the virus and nine deaths. Many of the companies that provide business services such as call centres, IT services and business process automation were not prepared for work-for-home arrangements, according to interviews with more than a dozen employees of several companies.

That raises questions about whether one of the country's showpiece industries can function smoothly amid the coronavirus crisis.

"The industry has been scrambling to set up its own business continuity plan," said R Chandrashekhar, a retired central government official and a former president of IT services lobby group Nasscom.

In the tech hub of Bengaluru, an employee working at a JPMorgan call centre said that until last Friday, her managers had repeatedly declined staffers' pleas to work from home.

"Even if I am infected with the virus, I know the death rate for young people isn't very high, but I am very very scared that I might transfer it to family," she said on condition of anonymity, as she is not authorised to speak to the media.

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After a state government order, JPMorgan on Sunday asked its Bengaluru staff to "stay at home until further notice", according to a message to employees, reviewed by news agency Reuters. In some cases, companies must seek client permission before allowing employees to work on sensitive projects outside the office, a senior human resources executive at a top Indian IT firm said of working remotely

"These days the challenge is not really the technology, the challenge is the regulations, and, in case something goes wrong, who's going to take the responsibility," the person said on condition of anonymity.

The country's software services firms, led by Tata Consultancy Services (TCS) and Infosys, gained prominence by giving Western clients low-cost solutions to routine computer problems.

Over time, they assumed a major role at many global companies. Three employees of mid-sized IT services firm Mphasis, in the city of Pune, said they were all being asked to come to the office until last Friday, even as some expressed concerns about working in close proximity with roughly 90 other people.

Maharashtra had imposed restrictions on private company employees going to offices in an effort to curb the spread of the virus. But it made exemptions for essential services including some IT companies.

During the past week, security guards barred employees from venturing outside one of the Mphasis offices in Pune to avoid attracting the police, fearing a forced shutdown, two employees said, declining to be named as they are not authorised to speak to the media.

One said a human resources executive told him not to wear a mask as it would "panic people who come to work".

As Maharashtra enforced a curfew starting Monday, some Mphasis employees were being asked to remain home this week, even though they lacked equipment such as laptops, the employees said. Mphasis said in a statement that not all its staff were working remotely

But the company said it was speaking with clients and trying to enable as many people as possible to work from home while ensuring employee safety.

An employee of French teleservices provider Teleperformance on the outskirts of Delhi said his company had been reluctant to let staff work from home

But he said employees were finally told on Sunday that the company would begin installing corporate desktop computers at their homes after a wider lockdown in several cities. JPMorgan and Teleperformace did not respond to requests for comment.

The home ministry, in guidelines issued on Tuesday, advised states to exempt essential IT and IT-enabled services (ITeS) from the national lockdown.

Nasscom said several states had listed IT and e-commerce among essential services that are exempt.

#contactcenterworld

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


About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Pre-Employment Testing

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

Published: Friday, March 27, 2020

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2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 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.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
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 Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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