Archive for June, 2010

Contact Center Survival Guide at Peak Times

Just as I promised, here comes my piece on how a network-based solution helps contact centers at peak times. I even claim that a network-based solution is absolutely essential when you have a peak like the one recently caused by the volcanic ash cloud from Iceland.

It made the demand for contact centers skyrocket. Airlines, travel agencies, car rental agencies, authorities, you name them, received deluges of phone calls that had to be processed. We’re talking about thousands of calls per second (CAPS). A premise-based call center solution usually isn’t equipped with so much additional capacity. With a powerful network-based solution, the issue of capacity isn’t even raised.

As a contact center your first priority must be to handle each and every incoming call in a way that callers don’t have to wait too long until their call is answered. For that you need a powerful automatic call distribution and a Voice-over-IP solution to host additional agent workplaces.

You need to be able to set up these workplaces and you need to integrate them in your automatic call distribution (ACD) in virtually no time.

Your contact center doesn’t have enough physical workplaces? With a call center solution that is browser-based, your agents can sit anywhere; at home, in the park or in another country, it doesn’t matter. All they need is an internet connection and a headset. This solution makes it easier for contact centers to acquire additional agents on demand.

At the same time, agent and manager workplaces are connected. So managers can listen to phone calls and “whisper” in order to help agents. Basically, all the features you expect from your premised-based solution are available in a powerful network-based call center. However you’re fully independent with the network-based solution. It’s this flexibility that makes a network-based contact center essential for any peak situation.

Has it ever happened to you that a call center collapsed under the load of incoming phone calls? How easy was it to obtain information during an extreme peak? Why don’t you share your experience?