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News : Protestors Hold Demonstration in Leamington Against Serco's Involvement in Test, Track and Trace

#contactcenterworld, @serco_inc

Leamington, UK, Aug 18, 2020 -- Protestors gathered outside Leamington Town Hall August 18 to hold a demonstration against outsourcing provider Serco’s continued involvement in England’s test, track and trace programme.

Around 20 people gathered outside the town hall between 11am and noon.

Anna Pollert of the South Warwickshire Keep Our NHS Public Group, who took part in and organised the protest, said: "The public response was sympathetic, although it is surprising that on the whole people do not know what Serco is, or the fact that it has been running Covid 19 contact tracing, and failing to do so in that they only reached around 50% of positive Covid cases' contacts - and many call handlers had nothing to do.

"When we explained to people what was happening, there was full support for us.

"We remain appalled that the government is not listening to the advice from scientists that contact tracing should be decentralised, and run by local council public health departments.

"Most members of the public were appalled when they found out what is going on, and that their taxes were going to a private company which has such a miserable track record."

Campaign group We Own It, which is coordinating the events nationally, has called for the government to not give "a penny more" to Serco.

Speaking in advance of the protests, Pascale Robinson, campaigner with We Own It said: "Serco has already received over £100 million pounds of public money.

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....CONTENT CONTINUED BELOW

"And for what?

"A privatised national test, track and trace system that disregards regional experience and has totally failed. It’s not keeping us safe, so Serco shouldn’t receive a penny more for their failures.

"The evidence is abundantly clear - the privatised national test, track and trace system has catastrophically failed. So it’s right that the government has recognised that a new approach is needed. But a system where national call centre staff managed by a private company make the initial call and local teams can escalate later just isn’t fit for purpose.

"Instead, we need a localised system run by the people who know what they’re doing and can deliver it effectively.

"That means we can’t continue with the farce of Serco heading up the programme.

"Local councils and Public Health England teams must be given the £302 million currently allocated for potential contract extensions with Serco.

"That’s what people across the country are demanding today."

Serco has faced heavy criticism for its handling of the system.

Its record on reaching contacts in the same household stands at just 52 per cent.

The company has also been rocked by scandals throughout its contract.

In May, the company accidentally shared the contact details of 296 of its tracers, in what would comprise a breach of data protection regulations.

Staff working on the track and trace scheme have also described themselves sitting idle, without contact from their supervisors, with one claiming they worked for 38 hours without making a single phone call, instead spending the time watching Netflix.

It was revealed that Serco had been handed a £1 million fine for its management of accommodation for asylum seekers in Scotland just months before being granted the track and trace contract.

The protest also comes after recent polling found that just 15% of the public want private companies in charge of the system, compared to two thirds who think local public health teams should be.

In recent weeks a number of councils - including Sandwell, Calderdale and Preston have started the process of setting up their own test, track and trace programmes in response to the issues with the national system.

Serco has said: "Serco has played an important part in helping to reach hundreds of thousands of people who might otherwise have passed on the virus.

"Our team of call handlers has been 93 per cent successful in persuading people to isolate where we are able to have conversations."

#contactcenterworld, @serco_inc

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


About Serco:
Company LogoSerco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
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Today's Tip of the Day - Attention To Detail

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

Published: Thursday, August 20, 2020

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2022 Buyers Guide Recording

 
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.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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