Today’s contact centers are used to resolve many circumstances that put companies into crisis mode due to scandals, product recalls, data breaches and bad weather. Every day the news report talks about the scandal of the day or the data breach of the day and how thousands of consumers who trusted these companies with personal information and credit card numbers are impacted from these situations.
Managing a crisis begins with a plan that was developed well in advance. It may need to be tweaked to this circumstance but you should have a plan ready to be implemented. It includes a vetted Business Process Outsourcer for additional manpower, time zone and queue support. The BPO uses your contact center platform giving you complete control over the calls, queues, coaching as well as real-time and historical data. You manage this crisis like it’s everyday business from your manager dashboard.
Contact centers can do their part in protecting data by using encryption technology that is provided in the contact center platform. All audio files are encrypted and password protected for the highest level of security. You can also control what is recorded with a “pause” button for agents. They hit the pause button when taking credit card numbers preventing those numbers from ever being stored.
You also have the capability to reroute calls from contact centers that are experiencing some type of outage due to weather. You appreciate how the hosted contact center software automatically detects a break in the line and reroutes the calls to other queues.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.