Executive Interview : Weather and contact centers!
We asked members to share their comments - here is what Melisa Canevelli of Expedia shared:
How has the weather affected your center? i.e. hard for staff to get in, increased calls, service requests etc?
Increase calls mainly but also service requests coming directly from airlines cancelling or changing flight schedules.
What plans do you have in place to cope with weather related incidents?
Generally, we post a message on our websites advising of the adverse weather conditions and our IVR message lets customers know that waiting times may be higher than usual. We also coach our agents into resolving only those cases related to the weather conditions and delay resolution of the non-imminent cases.
What advice would you share with other centers who may face weather related challenges or natural disaters and how to prepare for these?
Always have a Business Continuity Plan (BCP) in place to cope with adverse weather affecting the centre, review the BCP quarterly and ensure you have a risk assessment and phone contact list ready as well. Prepare a BCP also for cases of higher call or service request level and think of different scenarios which can affect your centre. Thinking ahead and planning for adverse situations is key to maintaining calm during a crisis. Home office may be an alternative if the centre is affected.
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Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporate Travel), TripAdvisor, Expedia Local Expert, Classic Vacations and eLong.
Published: Tuesday, January 7, 2014