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News : Swift Plan Allows Most Seaham Call Centre Staff to Work from Home

#contactcenterworld, @ResQCS

Seaham, UK, April 1, 2020 -- Call centre staff are working through the Covid-19 crisis from home after their employer adapted the business with the outbreak looming.

Almost 1,000 ResQ contact centre sales agents have maintained their working capability, but from the safety of their homes in keeping with social isolation guidance.

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The outsourcing company, with sites at Seaham in County Durham and in Hull, on Humberside, began preparations almost a month ago, when the Government announced its social distancing guidelines.

Its prompt actions and ability to adapt the business paid off as the majority of its sales agents are now able to work successfully from home.

ResQ expects to close its Hull office by the end of next week, with already 90-per cent of all staff working from home.

About 100 agents will remain working from the Seaham office, on the Spectrum Business Park, in a ‘key worker’ capacity, providing inbound customer care services for consumers.

#contactcenterworld, @ResQCS

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

About ResQ:
Res-Q was established in 2006 in Kingston upon Hull with the purpose of becoming an outsource service provider.

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More Editorial From ResQ

Published: Thursday, April 2, 2020

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2021 Buyers Guide
Get Listed
Help Desk Software

1.)

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.)

Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

https://knowmax.ai/

4.)

Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.)

OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.)

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.