Vocus returns Dodo, iPrimus contact centres to 85 percent capacity – Telco/ISP

Victoria D. Doty

Vocus has brought speak to centre operations for its world wide web brand names iPrimus and Dodo back again up to eighty five per cent ability after a “tough several weeks” for its groups in Australia and the Philippines.

The telco issued identically-worded support updates on Wednesday April 9, declaring that “many of our workforce associates are back again on-line and all set to help you with anything from troubleshooting to relocations.”

“Our cellphone lines are back again on and we hope to have reside chat up and operating shortly,” it explained.

“We are however operating at a reduced price and have a huge backlog of requests to perform by way of.

“We know it’s been rocky and while there will be a wait around to receive a phone back again, we’re doing the job by way of your lodged enquiries ideal now to resolve them for you.”

A Vocus spokesperson confirmed to iTnews that the organization now experienced operators in Australia and Manila doing the job from household, and that its speak to centres are back again to “operating at about eighty five per cent capacity”.

Get in touch with centres for iPrimus and Dodo were being completely offline on March 18 and 19 due to shutdowns in Manila, with precedence phone queues re-set up on March twenty to cope with hardship, Telecommunications Market Ombudsman (TIO), and crisis energy-similar inquiries.

“Since then we have progressively brought the remaining phone queues on-line,” Vocus’ spokesperson explained.

“During the interval that speak to centres were being offline, we provided buyers with the solution to log requests by using our web site, and we have been progressively resolving the backlog of consumer queries.

“Staff are doing the job from household working with laptops and desktops we have provided with our speak to centre companion, and personnel are connecting to our standard techniques securely by using VPN.”

Vocus explained in its support update that it is “actively checking out ways in which we can improve our ability.”

Compared with other telcos this kind of as Telstra and Optus which are in the method of recruiting a huge short term workforce to fulfill increased demand for consumer treatment services, Vocus is not preparing to retain the services of added personnel.

Instead, the spokesperson explained, Vocus “have re-purposed some of our current assets to prioritise essential consumer queries.” 

“We are also utilising our Australian support workforce to help Manila operations, and utilising assets formerly doing the job in retail kiosks.

“We are also implementing new processes to control demand, this kind of as encouraging buyers to use on-line tools and giving phone-backs to minimize phone demand,” the spokesperson added.

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