Customer Services When Disaster Strikes

Thursday, February 16th, 2017

Every place of work should have procedures that will automatically swing into action when an emergency strikes. Here in the UK, there is a legal requirement to implement fire regulations which include amongst other things evacuation procedures, fire alarms and extinguishers, all of which must be checked and tested periodically.

How would your company cope?

That said, some companies never look beyond these statutory requirements. There are other perhaps commercial business risks that could wreak economic havoc if disaster recovery plans are not in place for those too. By way of example, what would happen if your switchboard and/or customer services department were put out of action due to extreme weather conditions, flood, computer failure or power cut any of which depending on their severity, might sever customer contact with your business in the short to medium term. How would a company cope if because of any of the above, its main office was to become inaccessible too?

Furthermore, it seems that any system downtime or even just excessive customer service waiting times can have a severe effect on customer satisfaction levels, with some reports suggesting that these delays can cost small to medium sized businesses many thousands of pounds in lost revenue.

If any of these issues should strike, a business needs to remain in direct contact with its customers and consequently seek to limit any possible damage to either its brand or hard won reputation.

Preparation is the key

So, is it time to put a new plan in place should the unthinkable happen?

By working with a contact centre that provides call handling services, a business’s calls can be re-routed at any time and handled by a team of skilled professionals. Whether it’s a seismic disaster or just a case of unplanned staff holidays or a bout of sickness combining to leave you short staffed, we have got you covered.

Be prepared and start that disaster recovery plan today by calling mplcontact of Sutton Coldfield, Birmingham on 0121 362 7001 and we will be delighted to work with you every step of the way.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society