Ooredoo is managing to successfully continue its operations despite the majority of its staff working from home and several shops being temporarily closed, the telco leader has announced.
With the first COVID-19 case in Qatar announced on 29 February 2020, Ooredoo had already prepared detailed, comprehensive business continuity management plans which were then implemented from the first week of March. Plans included at least 50% of Contact Centre staff being asked to work remotely from home, which then became 100% in the second week of March as the situation progressed.
A number of steps have been taken to ensure cyber-security while working from home, in order to protect Ooredoo data and systems. Staff are using secure VPN technology to access Ooredoo systems from home, with laptops or PCs and headsets enabling them to quickly and easily take calls from customers in the same way as if they were still in the office. Ooredoo ONE Wi-Fi, Mobile Broadband and Orbi devices are being used to ensure high-speed, reliable internet, while team supervisors and management are on hand both online and on the phone to provide full support to their staff.
Deliveries of purchases made online via the eShop are continuing, with warehouse and delivery staff following all official guidelines issued by the Qatar government to protect the safety of both staff and customers.
Sabah Rabia Al-Kuwari, Director PR at Ooredoo Qatar, said: “We’re proud to see all our staff working so hard to ensure we maintain the highest level of customer service for which we’re known, and to ensure our business operations continue as normal even though we’re now operating in such challenging times. Moving our Contact Centre staff to work from home has been a seamless operation, thanks to our comprehensive business continuity management plan devised long before implementation became necessary, and we are effectively managing to maintain operations at a limited number of retail shops within current official guidelines. We’re committed to supporting Qatar in the ongoing fight against the spread of COVID-19, and pleased to see we can maintain our own high standards and continue to provide complete customer satisfaction as we do so.”
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