Here s how four call centers have prepared for disasters and recovered while still providing optimal customer service. A disaster can strike at any time and whether it's expected or unexpected you need to be prepared.
Call centers are a particularly vulnerable part of a business.
When customers call you, they expect someone to answer the other line. They don't know that you can't assist them because of a blackout or because a huge storm just knocked out your phone lines. And, even if they do, they may not have much sympathy about an ice storm affecting your center in Michigan when they live in Florida. This is why it's crucial that your center has a disaster recovery plan in place before a disaster hits. Being prepared will help your call center rebound faster, whether your issues are maintaining data or making sure that agents are able to keep assisting customers.