Crisis Management Solutions for Customer Support
When you need customer service calls answered, NOW!
Of course, crisis management is a service you hopefully never need to use; however, when the proverbial does hit the fan and you need an emergency call centre set up or a customer support phone number answered, help is available!
There are a number of BPOs or Call Centre Outsourcing Companies that can provide urgent, specialised Crisis Management Call Centre Solutions and mobilise quickly to your aid.
What are Crisis Management Call Centre Solutions?
Outsourcers or BPOs (Business Process Outsourcers) provide a host of services for Businesses, including Crisis Management Call Centre Solutions.
Product recalls, health alerts, system outages/technical support, changes to government policy, media events (positive and negative), and so on all require an immediate solution to handle customer enquiries that your existing contact centre or business may be unable to handle.
The outsourcers can mobilise quickly, having the infrastructure, processes and resources ready to assist.
What Call Centre Solutions are offered for Crisis Management situations?
If you urgently need a customer support service to be operational, you need an outsourcer/BPO provider who can mobilise quickly.
Depending on the situation, there is a range of services that may be required, including:
- Supply of a phone number (1800, 1300 etc.).
- Re-routing of existing numbers to the new crisis line.
- IVR Messaging (sometimes pre-recorded answers can assist with mass volumes).
- Script development.
- Provision of information or message taking.
- CRM/Database set up (to capture customer details for further work).
- Email/SMS updates.
- Reporting.
- Compliance measures.
- Call Recording.
- Claims management.
How to Select an Outsourcing Provider to Assist with Crisis Management
If you do find yourself needing urgent phone or customer support services, consider the following when sourcing a supplier:
- Previous Experience
- Scale (depending on your estimate of how many calls may need answering)
- Location and timezones
- Ability to mobile quickly (speed matters in these situations)
- Technology solution (they need to be ready to go with their existing solution)
If you're not in the middle of a crisis right now, it's always better to plan ahead so check out a list of suppliers who can help with a Business Continuity Plan (BCP).
Search Crisis Management Call Centre Providers
To display call centre outsourcers who offer crisis management services, select a specific country below or use the filters to find suppliers of other outsourcing solutions.
If you're really stuck and need some urgent assistance, contact us on 03 9492 2871 or send us a message and we'll do our best to help.
