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News : Sitel Call Centre Virus Outbreak Linked to Five Other Businesses in Scotland

#contactcenterworld, @sitel_worldwide

Bellshill, Scotland, July 22, 2020 -- Five other businesses have been linked to an outbreak of Covid-19 at a call centre near Bellshill last week, the Deputy First Minister has confirmed.

John Swinney said a pub, coffee shop and other retail premises had been advised to temporarily close for deep cleaning as they were recently visited by staff from the Sitel contact centre, where 14 workers have now tested positive for the virus.

The SNP minister said something had "clearly gone badly wrong" with working arrangements at the call centre and said investigations were continuing to pinpoint the source of the outbreak.

But he added the central location of the office - it sits adjacent to the M8 motorway and staff hail from across the central belt - meant a local lockdown would not be possible.

A total of 19 virus cases linked to Sitel had been confirmed by Tuesday evening - 14 staff members and five people with connections to the call centre.

All 360 workers at the premises have now been tested, Swinney said, with 307 results processed as of last night.

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....CONTENT CONTINUED BELOW

"There is a very serious situation at this facility, where something has clearly gone badly wrong in the working arrangements resulting in such an outbreak, and we are putting in place all the test and protect arrangements so we can contain the outbreak as far as we possibly can do," Swinney said in an interview with BBC Radio Scotland.

"There are a whole series of interventions that can be made. We have tested staff and have pursued all of the contacts.

"There are five secondary premises who we talking to very actively and they are all cooperating with the test and protect teams in Lanarkshire.

"Some of those have been closed and deep cleaned and members of staff advised to self-isolate.

"We are essentially extending the web from Sitel to see who else may be affected by the outbreak. All of the companies involved are cooperating fully and taking all the necessary precautions.

"When you look at the homes of Sitel staff, this is an office adjacent to the M8 in the centre of Scotland. There's people from the west and people from the east. It's not as simple as applying a local lockdown."

Swinney stressed the number of positive virus cases in Scotland remained "very, very low" but added it was hugely important Scots continued to follow social distancing and hygiene rules as the country emerges from lockdown.

#contactcenterworld, @sitel_worldwide

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dailyrecord.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 - Know Your Stuff

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

Published: Thursday, July 23, 2020

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2022 Buyers Guide Automated Call Distributors

 
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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.


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InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

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Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
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