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News : Update on DBS Customer Contact Centre Services – 15 to 20 August

#contactcenterworld, @teamhgs

London, UK, Aug, 2022 -- Planned industrial action by staff from contractors Hinduja Global Solutions is set to affect DBS customer contact centre services from 15 August to 20 August.

Customers contacting the Disclosure and Barring Service (DBS) between Monday 15 to Saturday 20 August by telephone, email or webchat may face some disruption and delays. This is due to industrial action by staff working for Hinduja Global Solutions (HGS). HGS is contracted to provide DBS customer contact centre services as well as a certain number of DBS administrative functions.

During the industrial action, HGS is putting additional resources in place to try and minimise the inconvenience to customers as much as possible.

....NOTE - content continues below this message


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....CONTENT CONTINUED BELOW

The industrial action is not expected to have any significant impact on turnaround times for DBS checks or barring decisions. Our core services will not be affected and employers and customers should continue to access them as normal.
Service operating hours 15 to 20 August

During the industrial action, the times of the customer contact centre will be reduced to:

Monday 15 August to Friday 19 August – 9am to 5pm
Saturday 20 August – closed

Webchat services will still be available to customers in normal operating hours (Monday to Friday, from 10am to 4pm). Webchat becomes available to customers when they access online services such as applying for a DBS check, making a barring referral or signing in to the Update Service.

#contactcenterworld, @teamhgs

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


About Hinduja Global Solutions Ltd.:
Company LogoHGS is a global provider in consumer engagement, digital CX, and business process management (BPM).
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Today's Tip of the Day - CRM Technology

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

Published: Monday, August 15, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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