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A Call Center Service Can Help Businesses Prepare for Disaster by Andy Gross
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A Call Center Service Can Help Businesses Prepare for Disaster |
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Communication
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Businesses safeguard their data and privacy, but most businesses fail to protect themselves against the biggest threat to their operations—natural disasters. A single blackout, earthquake or similar emergency can shut down digital channels, call lines and data centers and stop production cold for hours on end. Blackouts are too often accepted as professional hazards despite the financial impact they can have on operations; statistically, 90 percent of companies will fail following a stall in operations that lasts more than five days. Many businesses don't even realize there are ways to work around these disasters, and many more businesses have had to close their doors because they didn't take the necessary precautions to protect themselves, their investors and their customers.
The bulk of essential business operations revolve around cell centers. Employees or outsourced operations field questions, troubleshoot problems and market their products or services through a list of recipients or existing customers. Call centers are where customers call in the event of an emergency when their service is interrupted and they need questions answered or to be comforted and reassured to prevent them from canceling their service out of sheer frustration that comes when the line is dead. Receiving a live answer on the other end of the phone can make or break a business' relationship with its customers, and call centers are a pivotal part of the professional infrastructure.
Natural disasters removing power and shutting down local operations for periods of more than five days are exceedingly rare and statistically catastrophic; the disasters most businesses deal with cut out power for short or interspersed periods of time, and the resulting damage from that accumulates when businesses struggle to reboot their operations and get back to their customers. Positioning call centers to handle these matters and training cell center employees to answer the relevant questions and concerns will help speed up recovery time following a disaster since call centers are frequently linked to backup generators or simplified hardware that's easier to reboot after an earthquake shorts out power and operations for a busy business day.
Businesses can also outsource a call center service, so the center won't experience the local losses, giving customers a live answer on the other end of the line. What was once considered an effort to expand products and services into new areas with new customers can now be counted on as a proverbial back-up plan in case business headquarters is shut down in the middle of a busy work week. Businesses are always going to suffer losses in the event of a natural disaster, but outsourcing to a trained call center service will help to pick up the slack as the local operation recovers, reboots and resets its data, phones and in-house technology. Customers will still be able to reach representatives of the business through the call center, and the essential line of communication between the business and their consumer base won't be broken and won't result in cancelled subscriptions, returned products or other losses of faith that can hamper fiscal momentum.
Businesses should begin by assessing the natural disaster threats of their local area and then put together a management team to serve as a communication channel with prospective call centers in the event of a crisis. It's important for businesses to partner with a reputable center and develop a working relationship with them before disaster strikes, so the business and the outsourced center will have a way to quickly develop remedies and remediate losses as the business recovers.
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