Homeworking – 43% unhappy & distressed says research
Worrying research from Moneypenny shows that 43% of people newly working from home due to Covid-19 are exhibiting unhappiness and stress:
“…37% claiming they are starting to feel the strain and a further 6% already struggling”
Again, this shows that the #technology challenge has been met, but people and process need urgent attention
C19, Homeworking & Compliance
Here’s an article we’ve written for the Call Centre Management Association looking at contact centre homeworking, in which we take a whistle-stop tour what to focus on in fraud, card payments, data protection, health & safety, commercial insurance, marketing, outsourcing and staff well-being
#CX Vlogging – Profiling & Segmentation
We had a great chat with Jericho Consulting‘s Ian Williams the other day recording the latest VXClub vlog
Ryanair takes it easy
Fair play to Ryanair for not immediately queuing up for a state bail-out, but hearing this morning that they have 25 million cash refund requests which will take 6 MONTHS to clear, I can only assume the staff working on that task at home are revelling under a relaxed management regime “relax, lads – there’s no rush!”
https://www.bbc.co.uk/news/business-52498691
April’s Monthly Compliance Newsletter
Make your ‘New Normal’ a compliant one
This month’s headlines:
•The ICO again promises ‘regulation lite’ as we cope with Covid-19 and highlights the cyber security dangers of homeworking
•Telemarketing firm fined £171,000 for misleading consumers and making 240,000 calls to TPS numbers
•Morrisons ruled not liable for rogue employee’s data breach – avoiding a £55m compensation claim
•Ofgem eases some requirements on energy suppliers, but demands continued multi-channel access for customers
•ASA comes down hard on firms marketing vitamin C drips as a coronavirus cure
•Scam text competition service fined £250,000
Download it here:
Homeworking – the new challenges for contact centre compliance
Here’s an article we wrote for our friends at the Contact Centre Panel
Contact centres during Covid-19 – Snapshot survey results
At the end of March we issued a brief, anonymous survey for contact centre leaders to share how they were coping with the inset of coronavirus. Their responses to questions about:
- Demand levels
- The shift to homeworking
- Employment – furloughs, redundancies and recruitment
- Staff absence
were fascinating – and supplemented by some great first-hand observations and stories from the customer contact ‘front-line’
Made with Visme Infographic Maker
March’s Monthly Compliance Newsletter
It’s not all Covid doom and gloom…
This month’s headlines:
The ICO says it will go easy as firms struggle to cope with COVID-19 – but fraud risks multiply with the rush to home-working
· £500,000 fine for Scots firm responsible for 193 million unconsented robo-calls
· How secure is access to your marketing database? Don’t do a Virgin Media
· Field marketing agency’s directors jailed for dodging HMRC
· CMA takes care homes to court, highlights blinds and gears up to take on Google, Facebook & Amazon
· Missguided fails
the ASA‘s
objectification test (either accidentally or on purpose). Can you pass?
Download it here:
+ 10,000%
Online ticketing firm TicketSource has experienced a staggering 10,000% increase in contacts from customers in the last week.
As a result of Coronavirus and large-scale closures of venues, TicketSource’s daily support requests backlog has grown from the usual 0 to 20 to 2,300+ by the end of Wednesday.
TicketSource’s founder, Simon Wilsher, shared these sobering figures in an email to customers yesterday. It deftly described his team’s situation (they are in the middle of a rapid switch to home working), his commitment to meeting the challenge and a plea for customers to be patient and not generate futile repeat contacts.
Over the next few months lots of organisations will experience a combination of increased contacts; changed customer behaviours (channels and timings); stretched & depleted resources. These are obviously massive operational challenges which need to be met by the frontline team(s), supported by the whole organisation.
But we can help, too. With over 20 years’ experience working with leading brands to improve their customer engagement, we can remotely and rapidly work with you to clear backlogs and shift demand, with improved customer resolution and a better employee experience.
Get in touch! hello@channeldoctors.co.uk
Contact Centres: What’s coming your way from the ICO
Hve you heard about the Information Commissioner’s Office‘s draft Direct Marketing Code? You really should if you’re dealing with customers.
Here’s brief summary that we wrote with Rachel Goddard for the Data & Marketing Association‘s Contact Centres Council Regulation Hub
