Executive Interview : Weather and contact centers!
We asked members to share their comments - here is what Gregory Petitbon of Blue Cross Blue Shield of Rhode Island shared:
How has the weather affected your center? i.e. hard for staff to get in, increased calls, service requests etc?
Working in a center in the North East can be challenging. Most seasons have some weather event that could create a significant impact on the center. Whether dealing with a winter snow storm or with the summer/fall hurricane season, weather is something that needs to be planned and accounted for. The most significant impacts we manage are our staffing levels and performance guarantee metrics.
What plans do you have in place to cope with weather related incidents?
Our center has a very flexible work at home policy which allows us to negate some of the "hard to get in" problems that many face. Even with this option, staffing levels do suffer during major weather events; communication with our customers via ACD messaging has helped in these situations. Though service levels might suffer, the callers at least have an understanding of the issue and appreciate our up front notification.
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 to prepare for the challenges presented by nature is to plan. Have a business continuity and disaster recovery plan in place. Run mock scenarios of issues that frequently arise, and additional scenarios of some less frequent, but significant potential problems. Though you can never have all the answers in a play book, limiting confusion during these events makes managing them much easier.
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More Editorial From Blue Cross Blue Shield of Rhode Island
About Blue Cross Blue Shield of Rhode Island:
BCBSRI has been providing superior health insurance to Rhode Islanders for more than 70 years. The state’s leading health insurer, BCBSRI covers more than 600,000 members. As the company works to support the national and local laws of health reform, one thing is certain: BCBSRI is committed to helping Rhode Islanders meet their healthcare needs by positively impacting both the quality and cost of healthcare in the state.
Published: Tuesday, January 7, 2014
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