Executive Interview : Weather and contact centers!
We asked members to share their comments - here is what Anthony Clark, Director of Contact Centres - Smart Service Queensland - Queensland Government, Australia shared
How has the weather affected your center? i.e. hard for staff to get in, increased calls, service requests etc?
During the 2011 Floods, our CBD office was closed down along with the rest of the CBD and we were able to move to the other sites. In the 2013 floods, we needed to get 220 temps in a very short peoriod of time, we have 4 recruitment agencies on standby and ensured that they had staff available once we knew that the severe weather events were coming out way
What plans do you have in place to cope with weather related incidents?
Our centre is responsible for disaster recovery and State Emergency Service calls, so we are impacted every time there is a severe weather event. We have a mixed strategy, with three different sites that staff can attend when weather events occur. We also have a Work From Anywhere rapid response team that use laptops and mobile phones to be able to work from anywhere.
What advice would you share with other centers who may face weather related challenges or natural disaters and how to prepare for these?
The best way is to have mulitple plans, as you can never know what exactly is going to be impacted. A diverse and distributed workforce helps as does having a work from anywhere capability (essentially a mobile and roving contact centre)
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Published: Tuesday, January 7, 2014