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How Will Your Contact Centre Cope with the Swine Flu Pandemic?

Business Continuity - Building an Operational Comfort Zone

The Swine Flu pandemic in the UK has so far proved to be generally mild in most people and the NHS has been preparing for the possibility of a pandemic for a number of years. As of the 23rd of July The Health Protection Agency (HPA) estimates infection rate has almost doubled from an estimated 55,000 new cases in the previous week to 100,000 fresh cases and the infection has spread broadly across the country from the hotspots where it was initially concentrated. A scenario anticipated by Department of Health officials and those from other departments who meet regularly in the Cabinet Office's emergency planning committee, Cobra, is for a slowdown in the infection rate during the summer when schools are closed.

Most people know someone who has suffered from swine flu symptoms and many organisations have already had employees off ill for a week or more. The NHS is expecting a rapid rise in the number of cases to begin in the autumn, when the schools go back and continue through the winter. It is vital that organisations begin business continuity planning to develop responses to high levels of absence which will occur in the autumn when the number of Swine Flu cases accelerates exponentially. Now more than ever enterprises must recognise the urgent need to develop and implement pandemic response planning. Staff absence and site closures will result in degraded operations unless appropriate plans are put in place and implemented. In normal circumstances, a large drop in agent availability results in poor customer experience, lost business, and is evidenced by poor service levels.

Netcall QueueBuster is used to provide an Operational Comfort Zone to handle customer calls that would otherwise be lost. QueueBuster automatically captures caller details and then queues on the caller’s behalf until an agent is available. This delivers massively improved customer experience and ensures that calls that would otherwise be lost can be handled particularly when resources are stretched. Numerous Netcall customers already use QueueBuster for business continuity. A communications company says that QueueBuster delivers: An Operational Comfort Zone by giving the call centre a safety net with which to handle everyday variation in call demand and staffing - unexpected ‘spikes’, sickness, team meetings, staff training and breaks -without degrading service.” QueueBuster can be rapidly deployed, especially by using Netcall’s hosted Intelligent Communications Platform.

 

 

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