1- What are the challenges and opportunities there for you in the current crisis?
The steady rise in COVID-19 cases has drastically changed day-to-day life across the globe and most importantly has completely shifted business operations all over the world. The pandemic has completely rearranged how business is conducting as well as show-cased change in people’s behaviour and their response in such situation.
We know businesses have completely relied on their digital platforms in such conditions, encouraging business as usual with the help of their digital platforms which we believe will continue for future as this has given an opportunity for people to also be more forthcoming and encouraged towards shifting to digital platforms, whether it may be their banking needs or daily essentials.
2- What measures have you taken to retain your existing customer base and how are you serving them?
We as a digital solutions provider are focusing more on the opportunities occurring in such situation. As we know there will be more demand and need for Fintechs, Online grocery businesses, sanitization and hygiene businesses, we recognize the opportunity for us to encourage our digital solutions, call center solutions as well as already setup remote agents to our Financial Institutions to ensure we support our local business to thrive and to easily run day to day business.
Our area of expertise in customer experience management which consists of Contact Centre solutions such as voice & self service, Email services which include Email, SMS and web chat, digital engagement channels (social media, blended AI, web mobile and video engagement) as well as experience centers for Customer relationship management are key for our stake holders as well as the future of financial sector post COVID-19.
3- How are you educating your staff and clients to deal with the current situation?
Communication has been our key objective to ensure our customers faced the least operational risk from our business shift. Our workforce has been fully equipped to work remotely as well as support team has been available to ensure no lack in customer support incurred. As mentioned before we have provided our customer with remote agents to ensure no obstacles are faced by our clients. As well as we are constantly updating our social media platforms to educate not just our customers but every individual with the various digital platforms which they can turn to for their needs.
Our teams have also been educated as to how to assess the situations, whether any problems can be resolved virtually with expected response time, as well as educated on mandatory SOP’s for onsite visitation. We have implemented the same SOP’s for our staff visiting the office. Ensuring masks, gloves and proper sanitization routines before and after entering the workplace to ensure we play our part in social distancing and doing our part in helping the world overcome such crisis.
4- How do you imagine the businesses post COVID-19?
In future we see much more emphasis and demand for digital branches, shopping malls will have fully self-service digital branches, more SOP’s instilled in travel businesses. For example mandatory SOP to screen temperature for each passenger before a flight, where the data can be input and a database can be set up for the same are all steps moving forward to a more digital world.
