MANAMA: Early investments in IP-based private cloud hosting enabled Invita to have 50 per cent of its call centre staff working from home or client locations during Covid-19.
Rahul Bhalla, the chief executive of the PCI-DSS certified business process outsourcing (BPO) and digital transformation solutions provider, said it is handling substantially higher call volumes due to the Covid-19 pandemic and has managed the workload whilst complying with the Health Ministry’s safety regulations, leveraging the early investment in an IP-based contact centre solution.
“Almost 50pc of our call centre staff are either working from home or from client locations thanks to the early investments we had made in IP based private cloud hosting setup,” said Mr Bhalla.
“The heavy investment in infrastructure has reaped numerous benefits during this challenging time, allowing us to ensure the safety of our staff and have them work from home, from day one and maintain and provide our customers with value-added services such as telebanking IVR, WhatsApp, AI BOT, dialer, co-browsing and alternate channels immediately,” he added.
In addition to enabling its staff to work from home, Invita also installed digital contactless security solutions in its operations facility to monitor and record employee temperatures at entry points.
The company also implemented a robust sanitising regimen which included a daily disinfection routine and a weekly deep office cleansing.
New office space was also rented to ensure employees could apply social distancing norms.
“The pandemic has been very challenging for businesses, with numerous companies having to delay hiring. Considering that, I am very pleased to announce, that not only did Invita retain 100pc of its staff during the pandemic, but we also hired 70 new staff since March 2020. We were also recognised by the Labour and Social Development Ministry for consistently maintaining a high level of Bahrainisation, which currently stands at 88pc,” Mr Bhalla concluded.
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