Imagine successfully managing a crisis, in the middle of a revolution...
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During a historic time for our country we’ve worked hard to make sure our customers
continued to receive the high quality of service we have always delivered and, as
far as possible, were not affected by the drama unfolding in Egypt.
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Have we succeeded?
Well, as the situation begins to stabilize we are looking back at our performance
over recent days and we like to think that the answer is yes. Operations were hit
hard between the 28th and 31st Jan when adverse conditions forced many of our agents
to remain at home but by 1st Feb, just 3 days later, we were already getting back
on our feet.
How did we achieve it?
A combination of thorough contingency planning for a major event and the dedication
of our workforce meant we were able to honor our commitments to our customers to
70%-80% despite the challenging operational environment.
Working closely with our customers to co-ordinate and implement pre-defined disaster
recovery plans, deploying the best of Vodafone technology such as Vodafone One Network
and quickly enabling a 'work from home' policy for our workforce allowed us to react
positively to the unexpected and difficult circumstances.
Continuous assessment of the situation, adapting rapidly to change, contingency
travel plans and providing food and places to sleep at our call centers and other
premises completed the arrangements for making sure we kept our promises to customers.
We even put some of our people on planes and sent them to man temporary on-site
call centers at customer locations.
Everything changes, yet everything remains the same
All of which demonstrates that it takes more than a little local difficulty to prevent
us from delivering the highest possible standards of BPO and ITO solutions and services
and being proud to be our customer’s global out sourcing provider of choice.
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