Executive Interview : Weather and contact centers!
We asked members to share their comments - here is what Thomas Christenson of CGS shared:
How has the weather affected your center? i.e. hard for staff to get in, increased calls, service requests etc?
Cold does not have much impact on agents' ability to get into the office...it's a combination of moisture with cold (ice or snow) that has a major impact. None of our clients seem to have a correlation between call volume and cold temperatures (we don't have any utilities).
What plans do you have in place to cope with weather related incidents?
DR plans with each customer for re-routing calls to alternate agents in different locations, hotel accomodations for agents, work from home situations, etc.
What advice would you share with other centers who may face weather related challenges or natural disaters and how to prepare for these?
Always think about what the worst case scenario COULD be and plan for that. Execute your plans with your clients in mind and with your clients' consent when the impacts are approaching.
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For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 5,200 professionals across North America, Latin America, Europe and Asia.
Published: Tuesday, January 7, 2014