Why You Need To Add a Call Center to Your Disaster Recovery Plan

By January 2, 2019 No Comments
Headset leaning against phone
Headset leaning against phone

Whether it is an earthquake in California, hurricanes on the Gulf Coast, wildfires in the west or a blizzard in the Midwest, a natural disaster can wreak havoc on your business operations. When a business isn’t prepared, you risk losing revenue, upsetting customers and a negative impact to your reputation. Disaster recovery plans are a great asset to any business, and can help maintain business continuity, even when Mother Nature causes chaos.

As a business owner, your list of tasks to manage during a disaster is extensive. The last thing you want to worry about is your incoming calls. Adding a call center to your disaster recovery plan is something every business should consider to avoid this added stress.

Here are the top 6 reasons why:

1. Instant call takeover
Hiring a call center for emergency services today is more efficient than waiting until a disaster occurs. Most call centers can transition your calls to their center instantly because everything is already configured.

2. Increase customer trust
When you answer the phone amid a disaster, you appear more professional and trustworthy to your callers. This is especially critical if callers rely on you for communication, health care or education services. They know they can count on you to be there in the most critical moments. That type of trust increases customer loyalty.

3. Minimize loss of revenue
There may be a storm or disaster happening in your area, but that doesn’t mean every customer is experiencing the same thing. If you don’t have someone answering the phones, you can miss out on new sales and revenue to your business.

4. Send emergency notifications
Call centers can send emergency notifications to your customers and employees about your business during a disaster. This keeps them up to date on what is happening, what you expect of them and when they can expect to return to work or receive a return call from your office. Keeping customers updated on what is happening, even if you can’t help them immediately, shows that you care and are still thinking of them.

5. Minimize employee stress
Call centers can automatically route calls to any phone, which means your employees can work from home, even during a snowstorm. This alleviates extra stress to the employee caused by falling behind in their daily activities.

6. Positive reputation
If you’re answering phone calls in the middle of a storm, it won’t go unnoticed. If the call center you hire to take those calls can deliver a positive customer experience, they are more likely to leave positive online reviews for others to see. The increase in positive reviews along with remarks about handling their needs during a disaster will improve your online reputation.

Don’t avoid creating a disaster recovery plan for your business. Waiting until you need it will only result in a bigger disaster and loss of revenue and customers. If you already have a plan, consider reviewing it and make sure you add a call center to ensure business continuity.