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

Nancy J. Delong

Vocus has brought call centre operations for its web brand names iPrimus and Dodo again up to eighty five p.c capacity following a “tough handful of weeks” for its teams in Australia and the Philippines.

The telco issued identically-worded provider updates on Wednesday April 9, declaring that “many of our workforce users are again on the web and prepared to guidance you with anything at all from troubleshooting to relocations.”

“Our cellphone traces are again on and we hope to have live chat up and jogging soon,” it explained.

“We are nevertheless jogging at a lessened fee and have a big backlog of requests to get the job done by way of.

“We know it is been rocky and although there will be a wait around to get a phone again, we’re working by way of your lodged enquiries appropriate now to take care of them for you.”

A Vocus spokesperson confirmed to iTnews that the firm now had operators in Australia and Manila working from house, and that its call centres are again to “operating at close to eighty five p.c capacity”.

Contact centres for iPrimus and Dodo were being completely offline on March eighteen and 19 owing to shutdowns in Manila, with priority phone queues re-founded on March 20 to handle hardship, Telecommunications Industry Ombudsman (TIO), and crisis power-associated inquiries.

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

“During the period that call centres were being offline, we presented shoppers with the possibility to log requests by means of our internet site, and we have been progressively resolving the backlog of buyer queries.

“Staff are working from house utilizing laptops and desktops we have presented with our call centre associate, and team are connecting to our usual units securely by means of VPN.”

Vocus explained in its provider update that it is “actively discovering strategies in which we can increase our capacity.”

Compared with other telcos this kind of as Telstra and Optus which are in the approach of recruiting a big short-term workforce to meet up with improved need for buyer treatment providers, Vocus is not preparing to seek the services of supplemental team.

As a substitute, the spokesperson explained, Vocus “have re-purposed some of our current methods to prioritise vital buyer queries.” 

“We are also utilising our Australian provider workforce to guidance Manila operations, and utilising methods previously working in retail kiosks.

“We are also implementing new processes to take care of need, this kind of as encouraging shoppers to use on the web resources and offering phone-backs to minimize phone need,” the spokesperson included.

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