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Evacuation - divert to preset number - is used in the event of an emergency and can be initiated by the call centre leader or manager from a remote command.
- All calls can be diverted to a preset number
- All live calls are interrupted to advise agents to follow the evacuation procedure.
The result is that the centre can be evacuated quickly, and the contact centre can continue to operate - albeit without the agents in the evacuated premises.
A major advantage of the AlwaysON virtual managed contact centre service is that the equipment is located in secure data centres, safe from harm. Calls can be routed to available agents at other locations in the event of an evacuation - call automation can also reduced the need for agent intervention.
More complex evacuation call handling scenarios can be implement as a bespoke service.
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