Call Center Scheduling Featured Article
The Importance of Call Center Response During Weather Events
Weather events large and small have an impact on communities and businesses. From power outages to flooding and wildfires, there are many situations when being prepared and having a plan is critical. For call centers, the role can become even more important if they’re called to assist victims during recovery efforts.
In Texas, where torrential downpours have left over 13 inches of rain in many counties, citizens are scrambling to safety and their homes, businesses and cars are being flooded unlike anything they’ve seen in the region in years.
To assist victims with emergency services and response, Cameron County recently announced the opening of a call center for flood victims that will provide resources and answer questions regarding the recent disaster situation.
Information on how to report flood damage, where clean-up and debris handling can be done, as well as available shelters and mosquito spraying assistance will all be answered for callers by both English and Spanish speaking reps.
According to news reports, the call center will utilize a number of access phone numbers for residents and will be open Mon.-Fri from 8am-5pm. Assistance will be provided for those who live in and around Santa Rosa, Palm Valley, Primera (News - Alert), Combes, Harlingen, La Feria, and County jurisdictional areas.
During times of disaster and catastrophic events, it’s crucial for call centers to have procedures and scheduling practices in place that are flexible enough to answer to the immediate need.
Access to remote and virtual agents as well as pre-planning for these events can go a long way in being ready to successfully answer the call. By planning breaks, having agents ready to work additional or different hours when demand peaks or being set-up to leverage remote agents can help a call center navigate trying times with ease.
Have you reviewed your call center’s disaster response plans recently?
Edited by Maurice Nagle