COVID-19

Each crisis requires

creative solutions

The corona crisis forces companies to change their way of working temporarily or even permanently. But this challenge also provides opportunities. We give you 2 inspiring examples. The municipality of Beersel launched a 0800 number to keep supporting people in need of care. And Krëfel made sure that every one of their 23 call center operators could work from home.

Krëfel ensures business continuity for its agents

Call center 100% operational from home

“Due to corona measures, we were forced to enable teleworking for our call agents,” explains Sofie De Ridder, Customer Happiness Manager at Krëfel. “Our call center was not equipped for this. A week later teleworking was possible for everyone.” “A team of 23 people work at our call center, grouped according to different skills. One employee might answer telephone calls, while another answers questions that come in by e-mail. As such, these tasks can easily be completed from home, but teleworking had not been integrated into our work culture.”

A laptop and smartphone for everyone “Everyone was issued a laptop and smartphone, with Proximus handling the mobile subscriptions. Furthermore, Proximus implemented a Voice Managed Services platform (VMS), thus enabling teleworking. Our previous telephone exchange was not equipped for this. The magnitude of this changeover notwithstanding, the switch went very smoothly. In barely a week, our newly fitted call center was up and running.” Log in via web portal “Employees use the web portal to log in, and when a call comes in at the central number, the system will check to see who is available. Then, the call is forwarded to the smartphone of one of the employees who is online.”

Optimistic about the future “The feedback I have received from our people is positive. We had been willing to implement homeworking for a while, but due to these extraordinary circumstances, this happened more quickly than expected. Teleworking now happens full time and that will no doubt remain the case for quite some time. To keep up the team spirit, we organize a Zoom meeting twice a week. And what after this crisis? In any case, I hope that we can learn from this experience, and that teleworking will remain possible. Practically speaking, it can.”

KRËFEL

is a store chain specializing in consumer electronics. There are 75 physical stores located throughout Belgium.

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Municipality Beersel counters social isolation

0800 number for people in need of care

To counter social isolation, the municipality of Beersel put together an organization of volunteers called ‘Beersel Helpt’. Not everyone finds their way online, and that is why a 0800 number was established. It connects volunteers with people in need of care. “In these unusual times we want to prevent that people, seniors especially, become socially isolated,” states Sonja Van Wanseele, Alderwoman of Social Services, among other things, in Beersel. “A lot of volunteers are active in our community, in a wide array of activities. A good sign, as people’s needs can be very diverse. Some might need groceries, while others prefer a nice chat.” Free and easily accessible “The big challenge, of course, is to establish contact between the volunteers and people in need, especially in these troubled times. Our IT department asked Proximus to provide a 0800 number, which was set up within 48 hours. It is crucial that such a number is easily accessible. For senior citizens specifically, surfing a website is not as straightforward as one might think. Another advantage is that it is free.” More social cohesion “In addition, you do not have to deal with an automated menu, which is a deliberate decision. Someone calling between office hours will reach a person in any case. Taking stock of our first few days, it shows that we receive multiple calls a day, also from volunteers. This confirms that we can improve social cohesion in our town by means of this 0800 number.”

“THANKS TO THIS 0800 NUMBER, WE CONTRIBUTE TO SOCIAL COHESION IN OUR TOWN.”

Sonja Van Wanseele, Alderwoman of Social Services, Beersel


ADVANTAGES OF A 0800 NUMBER:

  1. Fast rollout (in less than 48 hours)
  2. Calling in is free of charge
  3. Easily accessible
  4. No automated menu
  5. Always a response

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