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News : Spectrum Hiring 100 Workers, Giving Across-the-Board Raises in Portland

#contactcenterworld

Portland, ME, USA, April 6, 2020 -- Spectrum is looking to hire at least 100 customer service workers for its call center in Portland.

Even before the coronavirus pandemic resulted in thousands of Mainers filing for unemployment, Spectrum had planned to expand its workforce to help deliver and manage internet, television, voice and mobile networks, the company said.

"Now more than ever, our essential workforce continues to provide the critical task of helping customers stay connected during this very challenging time," said Lara Pritchard, senior director of communications for the Northeast region. "People are out of work, and we have jobs available that will help us to continue to deliver and support the communities we serve."

The company also announced a $1.50 hourly raise for field operations and customer service employees, retroactive to last month when they received their regular annual merit increases. That lifts Spectrum’s minimum wage to $16.50 and is part of a plan to raise wages to at least $20 per hour by 2022.

"Because of the important work we do, there will continue to be crises we will face, including hurricanes, floods, tornadoes, fires and ice storms for as long as we are in business," said Charter Communications CEO Tom Rutledge, in a memo to employees Monday. "We keep people connected no matter what. It’s the obligation we have to the communities we serve."

Charter operates under the brand name Spectrum.

Pritchard said pre-screening and interviewing of job applicants will be conducted over the phone or via computer.

When asked about concerns over coronavirus infection inside the call center by an employee who contacted the Portland Press Herald but asked to remain anonymous for fear of retribution, Pritchard said Spectrum is applying the latest guidelines from the U.S. Centers for Disease Control and Prevention.

She pointed to daily disinfection of high-touch areas, implementation of remote coaching and meetings, altering lunch and break schedules to limit the number of people in cafeterias, and support for escalated customer issues being handled via a chatroom or lead desk to limit people walking the floor and interacting in person.

The call center on Washington Avenue currently has about 120 employees, Pritchard said.

#contactcenterworld

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


About Spectrum:
Company LogoCharter Communications, Inc. (NASDAQ:CHTR) is a broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the Company offers a full range of residential and business services including Spectrum Internet®, TV, Mobile and Voice.
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Today's Tip of the Day - Call-backs

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

Published: Wednesday, April 8, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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