Don’t Leave Tech Support to Chance During a Disruption
November 25, 2013
November 25, 2013
Although rare, disruptions to technical support services caused by an unforeseen event do occur. Whether a natural disaster, such as a hurricane, flood or fire or a manmade event, such as workplace violence, power outage or overly successful product launch; an unexpected event is likely to occur at some point for your contact center. Regardless of the reason, response must be swift and definitive to minimize brand impairment and to preserve customer relationships.
The failure of technology or damage to facilities that interrupts business operations must be planned for in advance. Advance planning done jointly with your technical support and services provider will allow for improved day-to-day operations, as well.
Consider the following scenarios:
Each of the above is a real scenario that played out for companies that had hoped to be immune to such events. The ability of their outsourced services provider to respond quickly based on defined escalation criteria developed in collaboration with the company helped to mitigate the impact of the interruptions to service.
Four Things to Plan for:
Sustaining long periods of high call volume will require all hands on deck. Aside from team managers and trainers being assigned to high priority queues and having agents work overtime and calling in off-duty resources, does your contact center vendor have additional agents at another site that can quickly ramp or virtual agents that can provide supplemental services during the event? Has a quick-start training coupled with intense account supervision and coaching been put in place to ensure speed to proficiency for supplemental resources?
Advanced Planning Improves Day-to-Day Performance
The benefits of advance planning extend far beyond responding to service interruption events. Collaborating with your vendor on the criteria and processes for escalation during an event will also shine the light on day-to-day operations that can help to identify areas for improvement. Although many companies are hesitant to put the time and effort into planning for business continuity, the payoffs to current operations can make it well worth the effort. And, when that event that only happens to other companies happens to you, your customers may not even be aware you’ve had an outage.