Rich Technology Group has been covering the VoIP services offered by Nextiva for a long time. However, there is a big story to tell considering Nextiva’s services according to a humanitarian point of view.
Prince Rich Interview: Sarah Koon
As everyone is aware of the crisis surrounding the war in Ukraine, it should be noted that there are around 330 Nextiva employees that live and work within the Ukrainian territory.
Recently, Prince Rich from the Rich Technology Group met Sarah Koon, Nextiva’s Head of Talent Acquisition for their Ukrainian team members. In the detailed interview with RTG, Sarah uncovered the details regarding the Ukrainian people's strength and How Nextiva is supporting their team in Ukraine during this life-changing event.
Rich Technology Group's CEO Prince Rich asked a few Questions to Sarah Koon- Nextiva’s Head of Talent Acquisition.
How does the war in Ukraine affect Nextiva?
First and foremost, Nextiva’s values and care have just been shown, lived, walked, and breathed even before the war started. Nextiva made preparations for business continuity but the priority was the safety and well-being of all of our employees. I am so happy to say that every one of our employees is safe and we have not suffered any casualties from this invasion but a lot of people got displaced.
Sarah Koon- Nextiva’s Head of Talent Acquisition responded:
What I am happy about is that almost 95% of our employees are currently back working. It is a testament to the resiliency of the Ukrainian people. Nextiva’s first initiative or gesture was to get everyone to safety and secondly to get internet so that they could come back to work.
GoFundMe to support Nextiva’s Ukrainian Employees
Sarah Koon- Nextiva’s 'Head of Talent Acquisition' said:
What Nextiva has learned over time is that it wasn’t just about working but it was about having a sense of normalcy, a sense of control, and throughout this entire initiative or effort, Nextiva has continued to pay employees, to have funds available through salary donations from our Nextiva leaders, but also through a GoFundMe to help people meet their basic needs.
Many people have migrated and they have lost everything so, Nextiva has funds to get them started to start over wherever they end up, and throughout this, we keep paying them, we check in with them daily, we make sure that they are okay, and we include them in our meetings. We have started to migrate to a more normal business cycle because that is what they want.
Nextiva Ukraine Support Staff: How are they?
Sarah Koon- Nextiva’s 'Head of Talent Acquisition' said:
The security of the employees is really important. I think what people don’t realize is that if you call into our support staff, oftentimes you will get a Ukrainian agent. Nextiva has learned that the Ukrainian employees are willing to share what they are going through and they are comforted by the tremendous outpouring of just kindness from people that are engaging with them.
They feel that there is a sense of normalcy. Initially, we didn't understand how many of our employees have been displaced but something that we are proud of is that Nextiva is the breadwinner or provider because we have continued to pay our employees.
Did you know Nextiva has 300+ employees in the Ukraine? We interviewed Sarah Koon, Lead Talent Development to learn how Nextiva is helping their Ukrainian customer service & support team.
The Resilience of the Ukrainian People
Sarah Koon- Nextiva’s Head of Talent Acquisition Said:
It is such a testament to the strength and resiliency of the Ukrainians. They want to work and in many cases, they have taken minimum time to get to safety and work in other cases, Nextiva does a daily check-in. We know that many people got evacuated and were unable to take their equipment with them because their cars were full with their families and they have immediately sought out ways to get computers shipped to them.
However, it's been really interesting to see the work ethic and sense of responsibility to care for the customers. They take it very seriously and if we compare it with how hard they are fighting the war, it's that same grit, tenacity, and loyalty so they are tremendously and fiercely loyal to Ukraine and Nextiva. That is something we didn't understand because a lot of us sitting in the comforts of our homes. If we're honest with ourselves, would we do the same thing? I am not sure but we have afforded them all the opportunity to take the time they need not just to get the safety but also the mental health perspective.
How Nextiva’s financial help is going on?
One thing that Nextiva is happy to offer is the continuity of the compensation that has not been disrupted at all.
Sarah also said: We have also adjusted how we compensate our employees there so they had been getting paid once a month. We have changed the frequency of payments so that they have access to funds easily. Things that you don't think of such as ATMs running out of money so, if you are only paid once a month, you know it is a little difficult to get cash.
Nextiva has been able to have funds available if they ask for it to help them with deposits for new places to live, household items, internet, etc. We have also helped people get into different countries so, whether it is through VISA sponsorship, just immigration, counseling, etc.
How has this affected Nextiva’s Customer Service?
Nextiva is proud that it has taken care of its employees, customers, and partners immediately through its business continuity planning efforts. We have brought up a temporary redundant workforce almost that very same day to make sure that the minds of our Ukrainian employees were put at ease so that they realize that Nextiva is making this space to get safety. Kudos to the BPOs that worked with us to realize that this is a temporary engagement as we get this to settle down so, it's been a full-service Nextiva is proud to handle it.
The Rich Technology Group audience needs to see the more human side of Nextiva. We all go to work to make money, to pay our bills and to feed our families but at the end of the day, it is really about the human experience and sticking together as just humans in these hard times.
You can help Nextiva's team in Ukraine, and their families, by donating here:
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