Majorel employees answer questions on the coronavirus
Since the end of February, Majorel has been in charge of the Corona citizen telephones of three German federal states. 55 qualified employees answer questions from citizens and companies on the current COVID19 pandemic. In addition to a classic hotline service, Majorel offers the processing inquiries in sign language via video telephony for the first time.
"Even before the outbreak of the coronavirus pandemic in Germany, we were already in touch with the existing clients on how to proceed, as soon as the virus would spread in these federal states. After the first infection became known in the end of February, everything happened very quickly," recalls Bianca Pesch, Key Account Manager for Public Services at Majorel and responsible for the client. "In close coordination with the client, we set up a team, trained them and set up the needed technology within 24 hours. Just one day after the first case in Germany became known, our employees answered the first questions on the subject, initially for one federal state," says Pesch. Shortly afterwards, contracts for the Corona Hotlines of two more federal states followed.
At the citizens’ sides
Today, 55 Majorel employees at Majorel sites in Düsseldorf, Brandenburg, Dortmund and Berlin are working for the Corona Hotlines of three federal states, helping citizens with questions on the corona virus and related regulations. They are available seven days a week during the particularly intensive phases, usually between 8 a.m. and 6 p.m., and occasionally even beyond that. The call volume varies depending on the current situation. "Especially after changes in the general conditions and regulations are being made, such as the start of school closures or the partly lockdown of social and business life in Germany, the number of inquiries naturally increases,” explains Pesch. Currently, the focus is on tourist travel regulations on the one hand, and on economic subsidies on the other.
The nature of the questions varies. "We are working with a constantly growing catalogue of questions, which links to the corresponding websites of the federal states, since the information here is regularly updated," says Pesch. "Of course, there are questions that occur more frequently. In the beginning, these were, for example, with how many people and under what conditions one is allowed to meet in public, which sport is considered a contact sport or how childcare can be provided. But often these are also individual questions, which we try to answer in the best possible way.”
Besides, based on the questions we receive, the Frequently Asked Questions (FAQ) on the federal states’ websites are updated regularly. “I was particularly impressed by how quickly and pragmatically the authorities react in crisis situations, so that we were able to put all three Corona Hotlines into operation within a very short time, without of course disregarding the parameters of public procurement law. I am pleased about the regular positive feedback and support we receive from the clients and happy to pass this on to our teams. “
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