Outages of contact centers are met with a range of responses; each organization has a unique view on how to respond to sudden loss of capacity. What ever the method of response in an organization’s continuity plan, there will always be room for a quick, ‘bare bones initial response’ to meet customer expectations in trying times. Deploying a ‘bare bones’ response (without huge training costs associated with a full scale response) provides a low cost means of bridging continuity gaps.

Nirvana provides a commitment fee based service by redeploying adequately trained team members from other processes. Nirvana is in a unique position to ensure that a large enough pool of staff will be available for deployment across the appointed service window. The key to Nirvana’s unique ability to staff these teams is because of the mix of services that Nirvana provides clients and the geographies that it addresses. Some of Nirvana’s services are largely free of deployment commitments (guaranteed seat-hours, operating time windows) which would otherwise hamper rapid redeployment based continuity service delivery capability. Examples of these services include long running outbound campaigns, market research projects, database improvement using telephone based research, etc.

This unique staffing flexibility that Nirvana enjoys coupled with our investment in quality inbound voice infrastructure, makes Nirvana an ideal partner to meet your continuity needs. Initial response service requires only a fraction of normal seat capacity, because call handle times are far shorter than for full-service calls. All of this goes a long way towards providing compelling value at a fraction of the cost.

Nirvana’s Initial Response Service

• Calls are redirected to Nirvana’s site to be fielded by a rapidly deployed initial response service team.
• For this to happen, Nirvana has in place dedicated telecom lines, call handling infrastructure, recording facilities, trained team (for initial response service), databases and emergency communication channels specific to client needs. The trained pool will be at least twice the number of seats required to be deployed.
• The calls are fielded with the following objectives:
  • Assure the customer; explain the situation in the manner required.
  • Establish the nature of the problem/customer need.
  • Set the call back time(s), preferred telephone number to call.
  • Based on the nature of the customer need, provide the customer with appropriate information that could improve call efficiency / reduce call duration. An example of this could be informing the customer about the documents/information to have handy when the call back happens.
• Dispose the call using predefined categories of problem types, and qualifying remarks as appropriate.
• Communicate with the client’s continuity team using tools designed for the situation.
• Where further delays occur, plan and deploy a rescheduling call back routine for the changed circumstance.
  

Key Benefits

• A speedy, low cost element to begin the continuity effort.
• Convey the nature of the situation to callers, set the context rapidly.
• The same service delivery team can be used for more frequent overflow/logjam handling, ensuring confidence in system readiness.
• Human touch ensures better acceptance than with an automated ‘call-back’.
• Better prepared customer, more efficient calls by the on-shore team, reduced call time.