The safety of our people and you, our valued customer, is our greatest priority. The impact brought about by the Coronavirus (COVID-19) is a challenge we take seriously.
We are working closely with our health and safety partners and medical experts to vigilantly monitor the situation in our country and we are taking guidance from the National Institute for Communicable Diseases (NICD) as well as the World Health Organisations (WHO) and the Department of Health (DoH) to inform our approach.
The President provided more detail on the actions being taken by the government to stop the spread of this virus and the role that the business needs to play in protecting our communities.
As our valued customers, we wanted to let you know what measures we have already taken to ensure your continued safety in our contact centres and training facilities.
Firstly, our people have been empowered with the relevant information and guided on personal hygiene and preventative measures. We have increased the cleaning frequency in high traffic areas and hand sanitisers have been installed throughout the buildings. Wherever possible, we have instilled a work from home policy to reduce employee contact and unnecessary travel by public transport. All large scale events have been postponed until further notice.
The pandemic is not an environmental or geographical event where we can lift and shift agents and infrastructure to an alternative geographical location. The same applies for our training facilities. We are, therefore, reviewing all options including agents working from home for those clients using our cloud-based telephony platforms and leveraging our conversational AI platforms in support of an Interactive Voice Response (IVR) deflection approach.
For our Learning Solutions, we are leveraging our digital platforms to offer Virtual Instructor-Led training thus avoiding delegates having to attend classroom training.
Should a confirmed case present in our business, we will follow established protocols.
Our operational capabilities are distributed across six sites in South Africa which affords us the opportunity to deliver services from any of these sites. We believe our safety plans are sufficient to minimise any disruption.
Please be assured that we are dedicated to ensuring business continuity in this unprecedented time.
Thank you for your continued loyalty.
Altron Bytes People Solutions MD