Relationships with the strongest contracts may need to be taken care of first, so priority plans are a must. When we reach 2000, everyone should be on auto-pilot, going about the business of fixing customers problems. You shouldn t have to make sensible decisions on the spot regarding who is going to get taken care of and when, during the time of greatest stress. There is about five years inventory out there, and those chips were still being used to manufacture new boards until very recently. Software, in general, is fairly easy to fix.
Vendors can provide upgrades and patches.
If your call center is due for a major hardware and software overhaul anyway, now might be a good time to bite the Y2K bullet and start replacing buggy hardware. It s going to cost your company to upgrade the technology, so it might be wise to replace any potential Y2K-ridden systems. Call center employees are just as important, if not more important, than the technology used to handle calls. Worse yet, call centers with the primary focus of dealing with customer service issues may be at a particular disadvantage on January 1, 2000. After all, someone is going to have to answer all those questions regarding personal software and hardware, credit cards, etc.