Business Processes Redefined LLC

India’s decision to shut in its citizens and shut down its businesses has created a crisis for many U.S. and global companies who outsource their call center operations to that far away land.             The coronavirus pandemic has triggered unprecedented concerns for businesses.  One pressing concern is meeting the need to address increased customer communications […]

                The economic fallout from the COVID-19 crisis has triggered a dramatic spike in unemployment claims across the country, which in turn has crashed many states’ call center operations for processing such claims. www.tmcnet.com/channels/call-center-management/articles/444889-state-unemployment-call-centers-overwhelmed-due-coronavirus.htm.  The besiegement of those and other public call centers during the coronavirus pandemic has caused state and local governments to respond […]

The State of New Jersey is not alone in its apparent inability to handle the influx of telephone calls to its COVID-19 hotlines from New Jersey residents seeking to be tested for the coronavirus.  The overflowed state hotlines mirror problems experienced by private companies whose phone systems have been overwhelmed by rapidly increasing customer support […]

After several days of partisan wrangling, the United States Senate finally, and unanimously, passed the Coronavirus Aid, Relief, and Economic Security Act (CARES Act) on the evening of March 25, 2020.  It is expected to become law this week.             Fortunately, the CARES Act does NOT include several provisions that had been proposed in the […]

On March 25, 2020, Reuters published an article entitled, “India’s huge outsourcing industry struggles with work-from-home scenario.” https://www.reuters.com/article/us-health-coronavirus-india-outsourcing/indias-huge-outsourcing-industry-struggles-with-work-from-home-scenario-idUSKBN21C0LR             The Reuters article detailed how “[m]any of the [India-based] companies that provide business services such as call centres, information technology services and business process automation were not prepared for work-from-home arrangements.  That raises questions about whether […]

            In these trying times, various legislative proposals have sought to shut down collection agencies during the coronavirus pandemic. For example, Congresswoman Maxine Waters (D-CA), Chairwoman of the House Financial Services Committee, has released plans for a legislative package that would shutter such agencies during the crisis.  In addition to providing cash infusions to households, […]

Many state governments have recently established hotlines to address their citizens’ growing concerns and questions regarding the COVID-19 pandemic.  Unfortunately, several such hotlines have been overrun by call overflow, in some cases to such an extent that the hotlines were shut down.  Such public communication problems underscore the rapidly increasing customer support problems plaguing Corporate […]