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

Vocus has brought get hold of centre operations for its net brand names iPrimus and Dodo again up to 85 percent ability immediately after a “tough couple of weeks” for its teams in Australia and the Philippines.

The telco issued identically-worded service updates on Wednesday April nine, declaring that “many of our staff members are again on the net and prepared to aid you with just about anything from troubleshooting to relocations.”

“Our cell phone strains are again on and we hope to have reside chat up and jogging shortly,” it claimed.

“We are still jogging at a lowered price and have a big backlog of requests to operate by.

“We know it’s been rocky and although there will be a wait to get a phone again, we’re working by your lodged enquiries ideal now to resolve them for you.”

A Vocus spokesperson confirmed to iTnews that the company now experienced operators in Australia and Manila working from property, and that its get hold of centres are again to “operating at all-around 85 percent capacity”.

Call centres for iPrimus and Dodo had been fully offline on March eighteen and 19 thanks to shutdowns in Manila, with priority phone queues re-set up on March twenty to cope with hardship, Telecommunications Business Ombudsman (TIO), and emergency ability-linked inquiries.

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

“During the time period that get hold of centres had been offline, we furnished clients with the alternative to log requests by using our web-site, and we have been progressively resolving the backlog of client queries.

“Staff are working from property making use of laptops and desktops we’ve furnished with our get hold of centre spouse, and staff members are connecting to our common systems securely by using VPN.”

Vocus claimed in its service update that it is “actively exploring ways in which we can raise our ability.”

Compared with other telcos this sort of as Telstra and Optus which are in the process of recruiting a big non permanent workforce to satisfy improved demand from customers for client care providers, Vocus is not preparing to employ the service of additional staff members.

Instead, the spokesperson claimed, Vocus “have re-purposed some of our existing methods to prioritise crucial client queries.” 

“We are also utilising our Australian service staff to aid Manila operations, and utilising methods previously working in retail kiosks.

“We are also applying new procedures to handle demand from customers, this sort of as encouraging clients to use on the net tools and presenting phone-backs to cut down phone demand from customers,” the spokesperson added.