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News : Union Demands Reinforcements at Overwhelmed Emergency Call Centre in Alicante

#contactcenterworld

Alicante, Spain, Aug, 2021 -- Workers' union UGT in Alicante is demanding reinforcements at the province's Information and Coordination Centre (CICU), claiming the Covid pandemic has overwhelmed the service with just two members of staff having to dealing with calls from an inflated summer population of 2.7 million people.

"Covid and the increase in floating population in the summer season makes it essential to reinforce professionals in the CICU of Alicante, given the high number of calls received," warns Rosa Queijas, the UGT's general secretary at the General Hospital of Alicante.

The union has written to the Valencia region's Ministry of Health pointing out that the CICU is operating on skeletal staff, having to take calls and coordinate 54 ambulances, with just one member staff on in the mornings and another in the afternoons.

"Even one more operator would help as two call handlers have recently left and there has been an unfilled vacancy for some time," says Queijas, adding that the workload is currently "unsustainable" with the added pressure of Covid cases and an average of two calls per minute.

Despite the operators' "extensive experience", the union representative said they finish their shifts "in tears" due to the "stress and enormous pressure to get everything done, knowing other people's lives depend on them".

At the start of the pandemic, additional staff were hired to handle a surge in calls, but this Covid reinforcement was not extended at the end of May.

"This was despite the approaching summer when the service goes from caring for 1.9 million people to 2.7 million, in addition to an increase in infections, which even though they are not serious, people still call the emergency number for assistance," adds Queijas.

The region's Ministry of Health has raised the possibility of centralising the service in Valencia, claiming this would reduce ambulance response times, but the CICU has argued the service is better handled by experienced staff who know the area, to avoid ambulances being sent to the wrong address, and that the best solution "is additional staff".

#contactcenterworld

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


Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Tuesday, August 3, 2021

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2024 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.

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Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

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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.

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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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