Planning For The Unthinkable
Telecommunications is the life blood of your business. Since “9/11” and Katrina, CIOs are must plan for improbable outages, or even unthinkable destruction of an entire facility. Whether the focus is quick recovery or assuring business continuity, our staff leverages your resources and adds breadth of experience required to plan for what you hope never occurs.
Professional Services Approach: This offering follows the same model as call center consulting and other practices which deliver tangible results on a predictable timeframe and budget.
Define Objectives: Determine the scope and goals of the project.
Discover: Assess the current and desired state of related processes, people, training and technology.
Develop solution, timeframes and budget to accomplish objectives
Business Case: The following results were experienced by a national broadband service provider with numerous call centers in the southeast:
Southwestern Florida Coast Calls were redirected to Louisiana upon day 1 of Hurricane Charley in August 2004. Service levels were higher (94%) than what had previously been experienced during a typical thunderstorm.
A month after Charley, Hurricane Ivan hit several Golf Coast call centers from Alabama to Louisiana. Call loads were literally shifted from state to state as the Category 3 hurricane wreaked havoc on its westerly path.
Call volumes were lower than a typical month because of a set of proactive measures. The status of cable plant repairs were communicated by sending automated recordings to affected subscribers.
Sales of digital telephone services increased… to some degree as a result of a superior, more proactive, customer service strategy than the local telephone companies delivered.
Big-Picture Approach: If you want to engage senior telecom professionals that know how to leverage technology with your people resources and business strategy, call us. We have a knack for quickly delivering tremendous results with the big picture, your business goals, in mind.