As a Corporate Decision-Maker, Call Center Manager or Customer Service Manager, Are You Prepared for Crises?

Preventing service interruptions, whether from a one-time event or recurring seasonal activity, is critical in today's business environment. Our Call Center Emergency Backup provides a scalable, on-demand solution that meets your "business continuity" and "disaster recovery" needs without straining resources. Companies have access to the world's largest call center network through Snubes.

In the event of a crisis, Snubes is able to quickly establish high-performance customer support and quickly redistribute the call load. For this, Snubes, in cooperation with the Muuuh Group, relies on voice dialog automation and an on-demand call center support solution.

 

Emergency Coverage Consists of Two Components:

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Voice Dialog Automation

...can within seconds:

  • Provide callers with information and intelligently searchable FAQs
  • Make changes to it via text (text-to-speech)
  • Recognize caller concerns via AI (intent recognition), prioritize and route to head numbers
  • Adjust prioritization based on the currently available resource situation
Customer Support A line styled icon from Orion Icon Library.

On Demand Call Center Backup

...relies on geographically distributed call centers and agents:

  • Network of national and international call centers
  • Worldwide tracking of capacities
  • Qualified call center matching
  • On-site call center, closed-shop or work-at-home models
  • Performance and quality insights
  • Operational readiness from 5 to 100 FTEs in under 6 hours

Combine both solutions with each other. Especially for larger companies, it makes sense to use an AI solution in first-level support in case of emergency to be able to cover large call volumes and to rely on an on-demand team in second-level support.
 

 

On Demand Call Center Support

By using geographically distributed call centers and agents, the impact of an interruption is drastically minimized. As the leading platform for finding suitable call centers, we have access to renowned service providers worldwide who have been vetted by our quality assurance experts.

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For emergency backup, we cooperate with national and international call centers and continuously track their capacities. This enables our customers to book an emergency package directly through Snubes, so that in the event of a crisis you are able to quickly redistribute the call load and provide uninterrupted service to customers regardless of the situation.

Snubes works with you to define the required emergency preparedness parameters in advance so that the backup plan can go live quickly and smoothly in the event of an emergency. These include the desired emergency plan, countries and regions, industry expertise, languages, opening hours, team size, model (on-site call center, work-at-home, closed-shop), scope of services and technical requirements.

The first step is to select the desired contingency package. Snubes offers three contingency plans:

 

Availability of an
operational team in
4 to max. 6 hours
PRE-06
Availability of an
operational team in
12 to max. 24 hours
PRE-24
Availability of an
operational team in
24 to max. 72 hours
PRE-72

 

1. First, a deployment team consisting of project and team leaders is set up. The deployment team appoints one or more deployment managers in the selected call centers, who subsequently coordinate the deployment and the number of employees. In order to cover the desired request volumes, the required agents are carefully trained in the languages in demand before the start of the project. The execution of stress tests and simulations as well as regular follow-up training guaranteed readiness in the defined time periods in case of deployment.

2. An end-to-end quality concept is set up on an accompanying basis and includes all the necessary processes and tools to implement the customer's specifications in terms of communication, technical and procedural aspects and thus meet the quality criteria.

3. The quality assurance measures include telephony as well as written correspondence and back-office support. A checklist, based on mutually agreed criteria, is used for quality assurance. Snubes continuously reviews the specified quality criteria in order to initiate appropriate measures in case of deviations.

4. When your customer support outage occurs, your backup call center and its agents are notified via messaging service. Based on the feedback, the dispatcher creates an assignment plan. As early as 6 hours after the assignment, the agreed number of agents can be ready for deployment.

5. When processing customer requests, the agents also ensure that the language they use is easy to understand. Unnecessary foreign words and complicated formulations should be avoided. The language rules help the agents to be optimally prepared in the shortest possible time in the event of an emergency.

 

Call Center Emergency Backup for Your Business

Learn more about how call center emergency backup can protect your business by contacting us today.