Preparing your call centre for a ‘flu pandemic
For many businesses the call centre is the link to their customers. When a pandemic strikes, both the call centre agents and their customers will be badly affected - businesses should be planning ahead to mitigate the impact. With careful planning and proactive arrangements set in place to allow flexibility of working practices, work can continue. The paper discusses the models the effect of a ‘flu pandemic on call centres and the population in general. It outlines the likely rates of infection and loss of availability for work; the effect on commercial models and economic activity as customers stop interacting; and highlights the need for a flexible call centre infrastructure that would enable the migration of centralised call centres to a distributed model where the workload can be moved in hours to agents working from home.
•Date: 8th Feb 2007 • Region: UK/World •Type: Article •Topic: Pandemic planning
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