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News : MP Calls on Sitel to Reassure Staff After Employees Raise Concerns

#contactcenterworld, @sitel_worldwide

April 15, 2020 -- Plymouth MP Luke Pollard is calling on city firms that still have workers in their buildings - particularly call centre provider Sitel - to reassure staff they are safe.

The Sutton and Devonport MP wants all companies where employees can’t work from home to ensure they are safe – and feel safe.

It comes as he reveals he is still receiving messages from worried staff at Sitel’s Plymouth base, in the Ship offices at Derriford, nearly three weeks after writing to Health Secretary Matt Hancock outlining concerns about working practices, including social distancing, at the building.

Mr Pollard said he has yet to hear back from Mr Hancock, though understands the minister has more pressing items on his agenda at present, but has been contacted by bosses at Sitel.

However, he said that despite the company stressing it is taking steps to safeguard workers, he continues to receive correspondence from worried employees.

The Labour MP said he agrees that the Sitel contact centre, which is handling NHS 111 calls, is an essential business and it is correct that it continues to operate.

But he wants management to be aware of the fears and worries staff and their families have as the coronavirus continues to claim victims in Plymouth and around the UK.


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And he said that other employers, including call centres run by other companies, must do this too, as he believes the UK lockdown is likely to be extended, possibly for "many more weeks".

"I want companies to reassure staff that steps have been taken," he said. "I would expect every company in our city to go the extra mile to protect staff and reassure staff that they are safe – and that includes Sitel.

"I have never had as many complaints about one company as I have about Sitel," he added. "That tells me there is a problem the management need to address."

Mr Pollard said workers are a company’s biggest asset and if "a sizeable proportion" of a workforce feels unsafe it is not good for business.

He continued: "As the lockdown is likely to be extended there will be workplaces that will remain closed and those that will be open.

"So concerns that have been expressed up to this point need to be addressed. These are exceptional times and businesses may need to do more than they would otherwise be doing."

Sitel has stressed it is an essential business staffed by key workers and is carrying out strict safety precautions at its huge Plymouth office.

The company said it was key to supporting the healthcare sector – NHS 111 calls are taken at The Ship – and has insisted it is working hard to keep workers safe.

It has previously said: "Currently, our UK sites remain open so that we may continue supplying essential business support to key public services and essential business including healthcare, insurance, public sector, telecommunications and the food chain.

"Our sites are following strict social distancing practices in line with recent Government directives and increased cleaning measures to ensure our teams, including those with key and essential workers status, have every resource available to continue serving communities in the safest manner possible. We are also implementing Sitel at Home solutions when possible.

"All agents continue to receive training, in line with the guidance of the clients we serve. Our training tools and internal best practices have also supported many of the clients we serve at an enterprise level.

"We can confirm that our sites in the UK are supporting the NHS providing non-clinical advice. All staff engaged in supporting the NHS have been issued with ‘key worker’ status enabling them to continue to provide support from within the site subject to adherence with the social distancing measures implemented."

The company has been contacted for further comment.

#contactcenterworld, @sitel_worldwide

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.plymouthherald.co.uk


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 - Check Your Literature

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

Published: Friday, April 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

3.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

4.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

5.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

6.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

7.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

8.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

9.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
PH: +212645845790

10.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

11.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 

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