What’s more, our Peak Management services, and flexible home working practices, will also make it easier for you to get additional staff quickly. So when more customers than usual are in contact, you’ll be able to cope with the additional enquiries
When the unexpected happens our technology, home based advisors and unique experience will help you to continue to provide 24x7x365 multichannel service.
Some services, emergency and recovery for example, have to continue no matter what.
Uninterrupted service is great way to differentiate your brand, building trust and loyalty by making sure you can answer enquires at all times and especially when customers need you most.
Minimising lost sales when disaster strikes.
Every organisation faces threats that affect their ability to provide service. Carrying out an assessment using risk a framework, such as PESTLE, will help you to better understand what’s most likely to affect your service operation, and how much.
Terrorism, election / referenda outcomes and industrial disputes etc.
Epidemics, snow, rain, high winds, chemical leaks, earthquakes and volcanic ash etc.
Public holidays, social unrest and sporting events for example.
Data breaches, internet failure, computer viruses, email phishing, broken power lines and burst pipes for example.
Changes to laws and regulations such as GDPR etc.
Fluctuations in interest rates, changing currency values and the failure of financial service institutions etc.
These factors, along with transformational change in your organisation (such as changes to billing or the introduction of new privacy policies etc.) are also useful when assessing what’s likely to create extra demand by prompting customers to get in contact.
We work in three main ways (as well as many in between):
We’ll help you put in place the technology and processes you need to get your staff working from home. If it then becomes difficult for them to get to your contact centre, or it becomes unserviceable, they can continue working. You’ll also be able to call them into action easily, when something unexpected happens, and need more people quickly.
Our home working staff will already be part of your service team. So, you’ll always have a basic amount of resilience if something prevents your staff getting into work. As our flexible home working practices also make it easier to get additional staff quickly, you’ll be able to cope with additional demand at short notice too.
Infectious diseases that spread rapidly through contact centres — like coronavirus, flu and Norovirus — aren’t a problem as staff always stay socially distanced.
Problems in a single geographical area, such as electricity / telecoms failure, social unrest and bad weather, don’t affect all staff as they’re located across the UK.
Home advisors can be called into action quickly as they’re only metres away from their place of work.