Weather-Proof Your Contact Center

People expect bad weather, but when the power goes out they want answers. The way you respond in these delicate situations is crucial. It can make or break customer confidence. It’s important that your contact center is ready for high call volumes from weather-related service disruptions.

Can your contact center handle peak traffic? You may have successfully prepared for natural disasters when you had plenty of advance notice, but what if a storm takes everyone by surprise?

Related: What Does Flooding in the UK Mean for the Public and Utility Companies?

Load testing

Load testing your voice applications and underlying systems can help you:

  • Avoid regulatory penalties for unforeseeable contact center disruptions
  • Emulate peak call volumes and traffic patterns to identify performance issues
  • Optimize responsiveness to customers when they need you most
  • Validate event readiness and failover spikes in call volume
  • Achieve customer service performance targets

Related: Can Your Contact Center Weather the Storm?

Customer service during natural disasters

If you’re a utilities company, lives are literally on the line during a natural disaster. Customer service and real-time, proactive notifications are vital to keeping your customers safe.

  • Are your customer communication methods ready?
  • Can your contact center handle multiple methods of communication?
  • How can you support your most at-risk customers, such as the elderly and disabled?
  • What would happen if your datacenters and telephony hubs go down during a storm?
    • How quickly could you be back up and running?

Learn more: Test Automation for the Utilities Industry

These are tough questions. To learn about how we can help you weather-proof your contact center, contact us.

More on utilities

Can Your Contact Center Weather the Storm?
Weathering the Storm

Violent storms will likely become more common—as will, unfortunately, power outages. Utility companies are being more proactive about staging assets to be able to respond to outages when there is time to prepare, moving trucks, people and equipment into strategic locations to respond to reported outages. But what is being done to validate that their customers can call in when these outages occur?