Avalanche call management system used to deal with worst wind storm event in 20 years - Telnet - ContactCenterWorld.com Blog
Recent storms in the lower South Island has seen the worst wind damage in the region in 20 years. Unprecedented damage has occurred with gusts of up to 174 kilometres per hour being recorded with the nor-west gales affecting many South Island networks. Over ten thousand customers lost power over a 24 hour period alone.
It was most interesting to read about Timaru-based Alpine Energy who has been realising the benefits of their recent technology investments. Their implementation of an avalanche call management system has helped reduce the voice traffic coming through to their phone system by sending outage information to affected customers and by providing communications around restoration timeframes.
As a contact centre business with significant experience within the energy industry, Telnet fully understands the unique challenges in managing avalanche call patterns. Telnet’s expertise and knowledge in this area has seen us design and implement bespoke avalanche call management solutions for a number of energy clients from around the country who operate retail and lines businesses.
Using multi-channel techniques such as SMS, web, IVR and voice messaging and leveraging the scale and resources of our telco partners, Telnet is able to dramatically reduce the call volumes that need to pass through to a live operator in high demand situations.
A robust call management solution is well worth its weight in gold. It reduces wait times and resource requirements whilst improving the overall customer experience and reducing client costs.
Publish Date: October 9, 2015 5:00 AM
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