{"id":2211,"date":"2022-06-03T19:33:29","date_gmt":"2022-06-03T19:33:29","guid":{"rendered":"https:\/\/totalresponse.com\/?p=2211"},"modified":"2022-06-03T19:36:11","modified_gmt":"2022-06-03T19:36:11","slug":"emergency-in-the-call-center","status":"publish","type":"post","link":"https:\/\/totalresponse.com\/emergency-in-the-call-center\/","title":{"rendered":"Emergency in the Call Center"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

Dispatcher: \u201c911, what is your emergency?\u201d<\/span><\/h3>\n

Caller: \u201cMy PSAP is not breathing.\u201d<\/span><\/h3>\n[\/vc_column_text][vc_column_text]Your mission is to ALWAYS be available to respond to callers in distress, but what about when the party in distress is your call center? Who comes to your aid? Well, mainly, you. You do not have the option of making a single phone call and awaiting a first responder who will address your needs. You have plans, backup plans, and backup plans to the backup plans. How do you know they will serve you in your time of need?[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”#808184″ text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” testimonial_style=”bold” image=”” add_image_shadow=”” color=”Extra-Color-1″ quote=”” name=”” subtitle=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_single_testimonial testimonial_style=”bold” text_color=”#808184″ color=”Extra-Color-1″ quote=”In planning for battle, I have always found that plans are useless, but planning is indispensable.“” name=”General Dwight D. Eisenhower”][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]I have heard a lot of people interpret this quote in a lot of ways, but an observation I would like to make is that plans<\/strong> is a noun, but planning<\/strong> is a verb! Your everyday operations are evolving all the time, so last year\u2019s, last month\u2019s, last week\u2019s \u201cdisaster\u201d plans may not adequately address your current operational demands. So, the message for me is to never stop planning for what might go wrong, and how you will address it.[\/vc_column_text]
Here are some fundamentals that always need to be addressed, regardless of the scenario:<\/p>\n
    \n
  • People:<\/strong> Do you have a sufficient number of well trained and experienced people who are likely to be available to you in a time of crisis?<\/li>\n
  • Resilience: <\/strong>Are your software, telephone systems, networks, devices resilient to the point that the frequency of failure is extremely small?<\/li>\n
  • Alternatives:<\/strong> when \u201cit\u201d hits the fan, whichever fan that is, do you have a way to plug the resulting gap, or do you have single points of failure that render multiple other systems and procedures useless?<\/li>\n
  • Help:<\/strong> Do you have organizations like neighboring agencies, other town\/city\/county departments, vendors, etc., upon whom you can rely, and to what degree can you lean on them?<\/li>\n<\/ul>\n <\/div>[vc_column_text]Part of your plan should be to carefully choose which people, organizations, and companies you can count on to be there for you, when you need to make that call. Another critical part is to stay engaged with all of them. Keep them apprised of what\u2019s new in your call center, and discuss how these changes may be enhanced by options your vendors may have, or how those changes may impact their ability to assist you in time of crisis.<\/p>\n

    My career has led me to focus on systems\/software, the way they fail, and the resulting damage that can occur. We have seen PowerPhone\u2019s customers\u2019 ability to \u201canswer the call\u201d damaged by fire, equipment failure, network outages, software failures, and increasingly, malware.<\/p>\n

    We make sure that the systems we provide to our customers are resilient, and able to survive issues like server failures and network outages. Our employees know there are as many different ways to deploy our systems to our customers as there are customers. We craft solutions that will best fit the customers\u2019 needs, with \u201cbackup\u201d being high on that list.<\/p>\n

    What we also do is make sure that we are there for you, awaiting that call, armed with deep knowledge and decades of experience about what you do and how you do it, with the ability to help you get back up and running.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/4″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”2212″ image_size=”full” animation_type=”entrance” animation=”Fade In” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”3\/4″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]About the Author<\/em><\/p>\n

    Jay Avitable has been PowerPhone\u2019s Director of Technology for three years, and prior to that served us our Information Technology Manager. Before joining us, Jay was the Chief Information Officer of a financial service company and managed a diverse distributed team of software developers and operations staff comprised of both employees and contractors located at multiple sites worldwide. Jay holds a B.S in Computer Science from the University of New Haven, and a PMP Certification from the Project Management Institute.<\/em>[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

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overlay_strength=”0.3″…<\/p>\n","protected":false},"author":1,"featured_media":2213,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[27,11],"tags":[],"class_list":{"0":"post-2211","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-processes","8":"category-technology"},"yoast_head":"\nEmergency in the Call Center – Total Response<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/totalresponse.com\/emergency-in-the-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Emergency in the Call Center – Total Response\" \/>\n<meta property=\"og:description\" content=\"[vc_row type=”in_container” 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