The COVID-19 pandemic has not only affected trade and industry, organization call centers have also faced obstacles. This condition is particularly due to the large scale social restrictions (PSBB) policy and physical distancing.
In spite of all that, however, one organization, the National Commission on Violence Against Women (Komnas Perempuan) has in fact been able to transition its operations quickly, safely, and smoothly. What is the secret?
It needs to be noted that the complaint service of Komnas Perempuan cannot stop even amidst the COVID-19 pandemic. In fact, complaints of violence against women remain frequent even in this pandemic. This was shared by Dwi Ayu Kartika, Monitoring Coordinator at Komnas Perempuan. According to Dwi, it is crucial to ensure that the channels of communication remain open without interference, despite there being a pandemic. Therefore, Komnas Perempuan is able to continue providing services and information to female victims who need help and support.
What solutions were implemented by Komnas Perempuan that allowed them to transition operations so quickly? Dwi explained that Komnas Perempuan optimizes telkomtelstra’s Cloud Contact Center technology solutions, which enables all workers and volunteers of Komnas Perempuan’s call center to transition from working in the office to working remotely from home in a productive manner.
Komnas Perempuan changed the way its public services, including call centers, work during the pandemic so that work could be carried out from home to ensure the health and safety of its workers. In a short time, the modern technology architecture of telkomtelstra’s Cloud Contact Center enabled the safe and smooth operational transition of Komnas Perempuan’s public services.
With the support of the Cloud Contact Center technological architecture from telkomtelstra, Komnas Perempuan workers and volunteers can safely access and operate the call center functions and system for public complaints of violence against women, including all complaints, monitoring, and the recording of calls from the home of the complainant safely and smoothly.
“It is remarkable that we can transition all workers and volunteer complaints units for our referrals to work at home in a very short time,” Dwi Ayu said.
Through the telkomtelstra Cloud Contact Center solution that integrates with any device (personal computers or mobile devices), Komnas Perempuan workers and volunteers can continue to function in the monitoring unit and provide support to complainants at home or at other remote locations as if they were in the office. At the same time, the Complaint Unit Coordinator for Referrals can remotely monitor the status of public reporting for the cases that occur and allocate available resources to further address these complaints.
Winda Junita, Coordinator of the Complaint Unit for Referrals overseeing Komnas Perempuan volunteers, also acknowledged that providing services during the pandemic was initially difficult, but that this Cloud technology solution allows volunteers to continue to run call center services optimally in a work-from-home (WfH) scenario during the COVID-19 pandemic.
Work-from-home arrangements have been widely implemented by organizations in many industries as a result of the COVID-19 pandemic, whereby workers only require computers and a good internet connection. For call centers, however, remote work initiatives have their own challenges. These include the complexity of customer or public complaints, as well as the availability of appropriate technology and infrastructure to support the needs of workers and agents. The Cloud Contact Center is an important technology solution in call centers as it maintains business continuity for work-from-home scenarios or flexible work management scenarios as a form of physical distancing requirements in the future.
Solution in the Disruption
Telkomtelstra Chief Customer Officer, Agus F. Abdillah, affirmed Telkomtelstra’s commitment to provide Cloud Contact Center services capable of ensuring that call center operations can run optimally even amidst external disruptions. “We are pleased to be able to assist Komnas Perempuan in making the transition to a remote work system while still maintaining productivity amidst disruptions due to the pandemic. While the organization prepares a Business Continuity Plan after the easing of large-scale social restrictions (PSBB), we also work with our various customers to review workflows in order to ensure appropriate response and work arrangement implementation in call center operations through the Cloud Contact Center solution,” said Agus.
Agus also added that the Cloud Contact Center solution from telkomtelstra has multi-channel capability; telephone, web chat, email, and SMS; and can be integrated into an omni-channel on the one screen with any Customer Relationship Management (CRM), which covers a number of digital activities of consumers, including various messaging applications and social media. This capability ensures that the customer journey will be monitored properly, even if the customer interacts with customer service from various platforms, ensuring they get the best quality of service. Telkomtelstra has partnered with Komnas Perempuan over two years in providing Cloud Contact Center solutions for increased efficiency and effectiveness in the intake of complaints. In addition to supporting and monitoring victims of violence more closely, this solution will enable call center workers and volunteers to handle incoming calls more effectively so they can spend more time with victims to resolve issues and make a greater difference.(*)