June 3, 2020


Born to play

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

Vocus has brought make contact with centre functions for its world-wide-web models iPrimus and Dodo...

Vocus has brought make contact with centre functions for its world-wide-web models iPrimus and Dodo again up to eighty five % potential right after a “tough couple of weeks” for its teams in Australia and the Philippines.

The telco issued identically-worded services updates on Wednesday April nine, declaring that “many of our staff members are again on-line and all set to assistance you with nearly anything from troubleshooting to relocations.”

“Our telephone lines are again on and we hope to have live chat up and functioning soon,” it mentioned.

“We are however functioning at a minimized price and have a massive backlog of requests to function by way of.

“We know it is been rocky and although there will be a hold out to acquire a simply call again, we’re doing work by way of your lodged enquiries right now to solve them for you.”

A Vocus spokesperson verified to iTnews that the enterprise now had operators in Australia and Manila doing work from residence, and that its make contact with centres are again to “operating at around eighty five % capacity”.

Get in touch with centres for iPrimus and Dodo were thoroughly offline on March eighteen and 19 due to shutdowns in Manila, with precedence simply call queues re-founded on March 20 to tackle hardship, Telecommunications Market Ombudsman (TIO), and emergency electrical power-relevant inquiries.

“Since then we have progressively brought the remaining simply call queues on-line,” Vocus’ spokesperson mentioned.

“During the time period that make contact with centres were offline, we delivered clients with the selection to log requests by way of our internet site, and we have been progressively resolving the backlog of consumer queries.

“Staff are doing work from residence utilizing laptops and desktops we have delivered with our make contact with centre lover, and staff are connecting to our usual devices securely by way of VPN.”

Vocus mentioned in its services update that it is “actively checking out means in which we can maximize our potential.”

Unlike other telcos these types of as Telstra and Optus which are in the process of recruiting a massive short term workforce to fulfill enhanced demand for consumer treatment companies, Vocus is not planning to retain the services of further staff.

As an alternative, the spokesperson mentioned, Vocus “have re-purposed some of our current means to prioritise essential consumer queries.” 

“We are also utilising our Australian services staff to assistance Manila functions, and utilising means beforehand doing work in retail kiosks.

“We are also applying new procedures to handle demand, these types of as encouraging clients to use on-line tools and supplying simply call-backs to lessen simply call demand,” the spokesperson additional.