Take Snow Storms, Floods and Train Strikes in Your Stride

One in a series of "20 Reasons to Host Your Contact Centre in the Cloud".

It's that time of year again. Whether its natural, due to snow, fog, floods, or man-made, getting to work can sometimes be difficult or impossible. Snow tyres are not cheap and standing on railway platforms for hours isn't my idea of fun.

From a business perspective, you need to think about business continuity planning. What happens if some or all of your staff can't get in to work? Can your business continue to function?

And are you ready for the triple whammy effect of not being able to get to work? One NewVoiceMedia customer had only just deployed their cloud call centre solution when the snow hit a year ago. Their staff couldn't get to work, their customers were also unable to get to work, and they had a national advert coming out that day! So many more calls arriving and no-one to take them. Was this a disaster? Luckily not.

The call centre supervisor, also stuck at home, just instructed all the agents to login using their home phone number and that was it! Calls arriving to the business were still directed to the right agent, only this time their home phone rang. They took the calls, and had their busiest day of the year without any worries.

So whether you view the built-in flexibility of a cloud call centre as green, disaster recovery proof or economically prudent, at least you won't get cold!