What’s more, our Peak Management services, and flexible home working practices, also make it easier to get additional staff quickly. So, when something unexpected does happen — and more customers than usual are in contact — you’ll be able to cope with the additional enquiries.
In a nutshell, when the unexpected happens our home based advisors and services will help you to continue to provide brilliant 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 enquiries at all times and especially when customers need you most.
Minimising lost sales when disaster strikes
Many things interrupt every service organisation, like extreme weather, ash clouds and epidemics for example. However, some are specific to individual organisations and most carry out risk assessments using frameworks like PESTLE to better understand what’s most likely to affect their service operations and how much.
Epidemics, snow, rain, high winds, chemical leaks, earthquakes and volcanic ash etc.
Fluctuations in interest rates, changing currency values and the failure of financial service institutions etc.
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.
These, 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 prompt customers to get in contact.
We work in three main ways, as well as many in between:
We provide additional staff to meet your needs at very short notice. All our staff are experienced advisors and can be briefed on the day (for simple enquiries). Or, trained prior if enquires are more complex. We work with you beforehand to get contact routing and key systems setup and ready.
We’ll help you put in place the technology and processes you need to get your staff working from home. If it becomes difficult for them to get to your locations — or your contact centre becomes unserviceable — they just work from home instead. You may also be able to call them into action quickly if something major happens and you need more people quickly.
Home advisors can be called into action quickly as normally they’re only metres away from their place of work
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
Infectious diseases that spread rapidly through contact centres — like colds, flu and Norovirus — aren’t a problem as staff don’t come in contact with one another.