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News : Toll-free Number Gets 360,000 Calls

#contactcenterworld

Windhoek, Namibia, April 23, 2020 -- Over 360 000 calls have been made to the Covid-19 toll-free number, which was set up by the ministry of health to assist with answering questions, receiving complaints and addressing concerns over the Covid-19 pandemic.

The number was set up after the country confirmed its first two coronavirus cases on 13 March. Namibia currently has 16 confirmed cases and six recoveries. Head of the call centre, Lineekela Kalimba said they have received 360 200 calls to date, however, when they started, they would receive up to 25 000 calls per day.

This has dropped to around 5 000 per day.

The call centre was declared a Public Emergency Operation Centre (PHEOC) dealing with all outbreaks in the country, and the hotline is one of the components of the centre.

When Covid-19 was confirmed in the country, the government increased available call lines from five to eleven.

The centre operates 24/7 with a staff of 45 people working in three shifts.

Kalimba said operators include volunteers, who are graduates in different healthcare fields.

They assist callers in all languages spoken in Namibia.

Kalimba said they only refer people who meet the Covid-19 case definition for testing.

Those meeting this definition in Khomas are referred to the Robert Mugabe Clinic if the caller has private transport, as public transport is discouraged.

If the caller has no access to private transport, he or she is referred to a rapid response team or a doctor on call.

In the regions, people are referred to the regional surveillance team, or the regional medical officer or matron.

Kalimba said once a caller dials the number it is visible to operators.

Callers typically complain about police officers implementing lockdown rules, tenants not being able to pay their rent, domestic disputes, and some callers complain of boredom.

She warned the public to refrain from making prank calls, saying it has happened twice.

"We sent a rapid response team to a certain house at Gobabis and it was a prank. The team was furious and we were disappointed," she says.

#contactcenterworld

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


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Today's Tip of the Day - Stop-Start-Continue

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

Published: Friday, April 24, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
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

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
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

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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