Aastra, a leading provider of IP-Telephony and Contact Center solutions, offers a solution for contact centers needing an alternative for premises-based agents if it is necessary to close the call center due to a disaster or flu epidemic. Aastra’s CC:LifeLine™ (www.aastraondemand.com/solutions-cclifeline2.asp) provides a virtual call center environment ensuring that agents can serve customers even if the physical call center is inaccessible. By establishing a hosted call center service in advance, the call center remains functional even during disasters. CC:LifeLine is ready for traffic at all times, available for agents to sign in from any location with Internet service. By redirecting the call center's incoming phone number to the CC:LifeLine hosting center, customers receive the benefit of uninterrupted operations. The service can also handle overflow traffic during peak times, ensuring that calls are answered without delay during critical times.
As we come into flu season, many contact center managers are increasingly worried about the effect of even one flu case on operations. The risks are both internal – spreading the disease throughout an organization, and external – affecting the ability of the call center to take revenue-generating orders and provide timely customer service. According to an April 28, 2009 press release by Gartner, Inc. entitled “Gartner Says Swine Flu Is a Reason to Act, Not Panic,” their analysts estimate that “a true pandemic could cause absenteeism rates of 40 percent or higher for enterprises and their business partners and suppliers, resulting in severe operational disruptions.” They recommend that businesses develop and implement pandemic response planning.