Often the best solutions are found close to home. At Emerge BPO, we are conscious of what this illness can do to clients and our associates based in Guyana. While safety comes first, business continuity is paramount. Our plans take into account the best methods for a healthy workplace that strives to service our clients to the highest levels of quality demanded by end-users.
As Vice President of Operations for Guyana’s largest homegrown outsourcing operator, I would like to share the steps that we have taken over the past week to ensure a stable customer experience delivery environment in the face of the COVID19 pandemic. One of the most important decisions that we have taken is to comply with the need for social distancing in the workplace environment.
In order to minimize the transmission of COVID19, Emerge BPO has extended its lease on our legacy facility, so that we can position agents three desk lengths from each other. This configuration will remain in place until there is evidence that the virus’ growth has been contained and we have the all-clear from health authorities that social distancing is no longer needed in professional settings.
Equally, across our Guyana facilities, attention to personal health hygiene is a focal point. To this end, Emerge BPO has placed hand sanitizer at 20-foot intervals throughout both its contact centers. We are also making our team members aware of the proper techniques for hand-washing, as well as the need to do so frequently in order to prevent the propagation of COVID19 in our contact centers and throughout Guyana. As a further measure of preventing the spread of the virus, we have taken the step of placing security personnel at the entrance to both of our contact centers. They are tasked with making certain that anyone entering the facilities has sanitized their hands.
Cleaning of our two contact centers in Guyana is another step that we have made in our fight for a virus-free customer experience delivery operation. We are employing the services of professionals to disinfect surfaces across our facilities every hour – whether it is workstations, furniture in the canteen or handles used on our entrances, no surface is left unsanitized as we stare down COVID19. Further, temperatures in our Guyana contact centers are being kept at a comfortable level, but cool enough to prevent the multiplication of germs.
The agent community is at the heart of Emerge BPO’s success as a contact center services provider. We want our extended family to be safe and healthy. This is why we have instituted a hotline for our team to call in case they are feeling unwell or suspect that they have contracted COVID19, so that they can get the information they need to self-isolate and to find out where to get tested.
And, in order to better assure our clients that their end-users’ matters are in hand, Emerge BPO has begun sending agents to work from their residences as a temporary measure. This is especially important with schools closed for the coming two weeks in Guyana. For those that don’t have internet at home, Emerge BPO is purchasing access, in order to make certain that neither client’s consumers nor important family matters are neglected.
This is a snapshot of what Emerge BPO is doing in Guyana, with more to come as we do our part to mitigate the growth of COVID19.