Can Call Center Reports Protect Your Company From Natural Disasters?

Catastrophes such as floods, hurricanes and earthquakes can shut down branch offices for weeks. Even more mundane problems from power failures to disrupted phone lines can take hours to fix. If your company stops operating for even a short time, you could lose millions of dollars and thousands of customers. Call center reports have allowed businesses to create distributed contact center networks that operate as a single unit, and can continue functioning even if branches are lost.

Technology Unites The Pieces

Modern contact center technology blurs geographical lines, allowing offices from Boston to Barcelona to Beijing to keep in touch seamlessly. Phone systems reroute calls around the globe, and it's just as easy to talk to someone on the other side of the world as the person standing next to you.

This has allowed companies to break out of predefined regional boxes delineated by state and national borders, electrical grids and telephone service areas. No longer does each branch office exist in a vacuum, with only a tenuous connection to the corporate family. Instead, individual operations have merged into dynamic and unified teams that function as a single entity. Combined with the power of call center reports and other software tools, modern contact centers can flexibly reroute traffic so no office or agent is overburdened.

Working As A Team

It's one thing to have tools such as call center reports, but it's quite another to use them effectively. The technology used to unite call centers have to be backed by policies that encourage geographically distant agents to work together as though they are part of the same group. Manager and staff both need to leave behind the old, balkanized way of running large corporations and instead function as a single, unified force.

When individual teams work to support each other it is easier to cover for offices that have gone offline for some reason. Standard operational procedures such as rerouting calls from overworked centers to low traffic centers in other parts of the country or the globe ensure agents are always ready to fill whatever roles are required of them.

Taking Up The Slack

If a branch is suddenly unavailable, whether it's a simple connectivity problem or something more serious, contingency plans should go into action automatically. Calls should be rerouted to other contact centers so customers see no delay or degradation of service. Managers can use call center reports to determine if backup agents need to be activated to absorb the extra traffic.

If the problem is going to require a long-term fix, such as weeks to rebuild a branch destroyed in an earthquake, managers can make plans accordingly. Employees in affected areas willing and able to relocate to other branches can be brought up to speed the first day as the uniformity of the system makes it just as easy to work in a center in California as it is one in Virginia.

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