March 31, 2020

FAIRFIELD, NJ – Business Processes Redefined, LLC (BPR), a nationwide call center outsourcing management firm and a certified woman-owned business enterprise, is expanding its network of U.S.-based call centers in light of increased demands from companies inundated with significantly higher call volumes during the Coronavirus pandemic.

“BPR plans to add three to five new call centers in the United States,” said BPR’s President, Lauren Irwin-Szostak.  “We are also expanding our existing U.S.-based call centers by adding additional representatives.”

BPR’s decision to enhance its call-center capacity responds to businesses whose communications have been bottlenecked due to the combination of heightened customer support demands and reduced employee and outsourcing resources resulting from the COVID-19 crisis.  

“Businesses have been whipsawed by the need to address increased customer communications when staffing and revenues have shrunk,” Irwin-Szostak explained.  “Companies are simply unable to handle their incoming and outgoing calls.  Customers desperate for information from businesses are reaching recorded messages apologizing for the businesses’ inability to respond, constant busy signals, or hotlines that ring and ring without answer.”

This problem is especially acute for companies who outsource their customer service communications to foreign call centers, as more and more countries issue orders shutting in their citizens and shutting down their businesses. Last week, for example, India, which houses numerous call center operations that service U.S. companies, ordered all residents to stay at home for 21 days.  As Reuters reported on March 25, 2020, many 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,” which “raises questions about whether one of India’s showpiece industries can function smoothly amid the coronavirus crisis.” https://www.reuters.com/article/us-health-coronavirus-india-outsourcing/indias-huge-outsourcing-industry-struggles-with-work-from-home-scenario-idUSKBN21C0LR

And the problem of bottlenecked communications is not limited to private businesses.  The State of New Jersey, for example, has experienced severe problems processing the call volume to its COVID-19 hotlines.  NJ Advance Media yesterday reported that symptomatic New Jersey residents seeking information about getting tested for the coronavirus have spent entire days either on hold or calling state and county hotlines that rang and rang without answer. www.nj.com/coronavirus/2020/03/coronavirus-testing-in-nj-has-been-a-mess-from-the-start-heres-what-went-wrong.html  And last week, NJ Advance Media reported that, within one hour of Governor Murphy announcing a new hotline for New Jersey residents to file complaints against non-essential businesses operating in violation of his Executive Order, the hotline became overloaded and was redirecting calls to other state agencies because the calls were interfering with emergency calls. www.nj.com/coronavirus/2020/03/dont-call-the-number-murphy-gave-to-report-employers-on-coronavirus-heres-why.html.

Irwin-Szostak said that BPR’s burgeoning call-center capacity can accommodate the phone traffic that has overwhelmed both public hotlines and private communication networks.  She also reiterated that BPR, as it announced last week, will be donating five percent (5%) of its newly generated call-center revenues to the COVID-19 Solidarity Response Fund of the World Health Organization.

BPR employs a turnkey, onshore network and infrastructure of highly trained call center experts.  All BPR call centers are U.S.-based, manage high call volume, and provide inbound and outbound customer service support.  BPR records ALL calls and provides message taking, customer education, back office support, and other such services.  BPR also provides daily, weekly, bi-weekly or monthly progress reports.  

BPR has been in the call center industry for over a decade, and its leadership team has over 30 years of industry experience. BPR is also a certified woman-owned business enterprise (WBENC), which triggers substantial tax and other benefits to its clients.

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