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News : Optus is Using Call Centre 'microsites' in the Philippines

#contactcenterworld, @optus

Sydney, Australia, April 16, 2020 -- Optus is taking major steps to rebuild capacity for customer care, retraining 1500 existing Australian staff while setting up call centre "microsites" in the Philippines to get operations there back online.

The staff retraining effort was revealed by the telco’s regulatory and public affairs vice president Andrew Sheridan on Thursday morning.

"Following lockdown requirements in India and Philippines, nearly 1500 Optus employees, primarily from the retail part of our business, have been retrained to provide service support for customers," Sheridan said in a social media post.

Sheridan also said the telco had "onboarded an additional 400 employees, who have now also been trained to provide service support" - out of around 500 it is adding to its Australia-based customer care operations.

However, iTnews can also reveal Optus’ efforts to restart customer care operations in the Philippines and India, countries where lockdown restrictions remain in place and have recently been extended.

In the Philippines, Optus - through its four contract partners - is setting up call centre "microsites" that are within walking distance of where staff live.

These microsites meet restrictions by not requiring staff to leave a certain area, and are also set up to meet social distancing and sanitary regulations.

In addition, employees that are not within walking distance of a microsite or who don’t want to live at home during the shutdown - for example, if they have elderly relatives living with them - are still able to attend larger call centres and stay in accommodation organised nearby.

Restarting operations in India is understood to be more challenging, owing to restrictions on what types of work people can undertake from home.

However, Optus has started to set up some of its India-based staff to provide support for other locations who are taking service calls.

Sheridan told iTnews that Optus is prioritising the safety of people "in everything we do".

"This includes the health of our customers, employees, contractors, and those colleagues that work for our call centre suppliers overseas," he said.

"We are in complete alignment with our partners, suppliers and staff that adhering to government regulations is critically important, and have been strict in our own implementation of social distancing.

"Optus partners with four suppliers in the Philippines, a strategy we use to ensure best practice and innovation in workforce management.

"Each of our partners has provided us with their protocols for ensuring the safety of workers in the current scenario."

Optus - like other telcos - has limited the type of inquiries its call centres are fielding and has built capability into apps and other self-service channels to pick up some of the load.

However, it - like other telcos - is fast re-establishing call and message-handling capabilities, which is likely to reduce wait times experienced by customers during this period.

#contactcenterworld, @optus

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au


About Optus:
Company LogoSingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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Today's Tip of the Day - Power Hour

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

Published: Friday, April 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
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.

2.) 
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.
PH: +1 (512) 333 4634

3.) 
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.
PH: +1 512-872-7565

4.) 
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)
PH: 07973640527

5.) 
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
PH: +61 7 5660 6284

6.) 
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.

7.) 
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
PH: 1+480-435-9390

8.) 
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
PH: 0217991445

9.) 
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.
 

ABOUT US IN 60 seconds!

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