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How to keep call center running in emergency?
If the building needs to be evacuated or everyone is out with the flu, how do you keep a small call center running? The phones are not easily able to be forwarded to another number in a hurry. If we have to physically re-locate the call center temporarily, how do we manage to keep the hotline in operation?
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5 Answers
Paula -
The question you ask is a great one. I'm admittedly biased, but I believe that the at-home agent solution is the best option for real disaster-recovery. By nature, agents working from home avoid the complications of flu, weather and emergencies like you describe in your question. Taking the model to its fullest, you can have agents located across the country (and beyond) to cover time zones most effectively and avoid the impact of large storms like those that hit the east coast this past week. The best part is, the disaster recovery capabilities of the model are the icing on the cake - the base benefits are the access to a broader range of talent and large increases in flexibility compared to a traditional bricks and mortar solution. The at-home model is now a validated replacement for traditional call center operations.
I'm happy to talk if you'd like and discuss what we do at Alpine Access (www.alpineaccess.com) and/or suggest other appropriate sources of information on this topic.
David
HI Paula,
It all depends on what telephony systems and support contracts you have in place.
We use Ip Office, and have an emergency divert in place shoud the need arrise. My Telecomms provider can divert calls quickly.
There are many systems in place - a company called Newvoicemedia actually provide a plateform via the cloud that works well. We are moving onto this system in march - as it allows remote access from anywhere as long as you have Internet access.
Forward planning is certianly the key.
If you'd like to discuss this further, please feel free to contact me on 01635 879700 www.technicalservicesatseymourhunter.com
Thanks
Jane
Thanks for the info. Changing phone software is not an option, nor is telecommuting/at-home agents at this point.
Paula
For a large call center, I'd recommend looking at virtualisation (which allows quick redirection to almost anywhere, including a distributed center made up of at-home and cross-site staff). For a small one, it might be an idea to talk to the telecomms provider and make arrangements for an emergency divert option to be added to your current contract. Don't forget to test it!
If you have multiple business sites, it might even be an idea to be able to divert to one or more of those sites. It's quite possible for an emergency to be building-specific, but it can also be hundreds of miles across (weather conditions, flooding, fire, sandstorm etc), so an offsite option on the diversion list could be a good addition if you can arrange for there to be staff there manning the phones.
David,
I would like to speak to you. Please contact me at rinu.mohan@globalbizconsultant.com
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