Cloud: How it Helps to Keep the Wheels Turning

Posted: 24 January 2014

We all know when the snow starts falling in the UK, the wheels stop turning – from planes, trains to automobiles – the white precipitation falling from the sky wreaks absolute havoc on transportation systems. And the UK isn’t alone: here in Australia, we’re used to extreme weather interrupting daily routines. From cyclones and floods, bush-fires blocking main roads, to the recent extreme heat blistering train tracks leaving commuters stranded.


During periods of significant disruption, those businesses in a position who can, often will, ask their employees to work from home. Historically, contact centres don’t fall into this category of business; meaning staff – using a wing and a prayer – need to get themselves into the office.


Whatever its cause, lateness and absenteeism can adversely impact contact centre operations and subsequently damage customer service and a business’s bottom line through extra-long queue times and rushed conversations owing to reduced staff levels.


For a contact centre, it’s not just about giving agents a lap top, phone and sending them home – or is it? Too any many contact centres are still relying on archaic on-premise technology, meaning if agents aren’t physically in the office, they can’t do their job and the business it its entirety, suffers.


But there’s no need for businesses to leak revenue during either planned or unplanned interruptions. Our customers don’t worry about snow days, or any other event which prevents access to the call centre. When all you need is an internet connection and a phone in your hand to get on with your job as an agent – business continues, without interruption, wherever you are.


And it isn’t just weather extremes that could result in a business deciding to send agents home to continue with their inbound or outbound contact centre efforts. Only today we saw an example of this scenario, when a customer’s contact centre was hit by a power outage. The back-up electricity supply took over and agent had 30 minutes to head home, log onto the same software and interface they use in the office via an internet browser and continue their roles – all the while keeping the wheels of the business turning seamlessly.