Call Centre Disaster Recovery
Most VoIP operators offer redundancy and failover at their end, but you are still vulnerable to internet outages at agent desks, be it in offices or remote locations.
Disruptions have a huge impact
Call Centre disruption
The impacts can be huge
- Inability to make or receive calls: Since VoIP relies on an internet connection, losing connectivity means that agents will be unable to make or receive calls. This can lead to missed opportunities and lost revenue.
- Loss of productivity: Without an internet connection, agents cannot access important tools and software needed to perform their job efficiently. This can lead to decreased productivity and lower customer satisfaction.
- Negative impact on customer experience: When internet connectivity is lost, it can result in dropped calls or poor call quality. This can leave customers frustrated and result in a negative experience with the call centre.
- Delayed response times: If there is a problem with the internet connection, it may take time to resolve. This means that agents will be unable to respond to customer inquiries and requests in a timely manner, which can lead to dissatisfaction and lost business.
- Reputation damage: A call centre that frequently experiences internet connectivity issues may gain a negative reputation among customers. This can lead to a decrease in business and difficulty attracting new customers in the future.
- Financial Losses: Finally, losing internet connectivity can result in significant financial losses for call centres. In addition to missed opportunities and lost revenue, call centres may also need to invest in backup systems or redundant internet connections to prevent future outages, which can be costly.
What is the solution?
conXhub's cellular solution can provide a reliable backup solution for call centres in the event of an outage. Uninterrupted service: With conXhub's cellular solution as a backup, call centres can continue to make and receive calls even if their internet connection goes down. This can ensure that call centre operations continue uninterrupted and avoid missed opportunities and lost revenue
Cost-effective
Using conXhub’s cellular solution as a backup can be a cost-effective solution compared to investing in redundant internet connections or backup systems.
Increased flexibility
Call centres can use conXhub’s cellular solution as a backup for remote workers or as a temporary solution while waiting for their internet connection to be restored. This can provide increased flexibility and agility in responding to unexpected situations.
Improved customer experience
With conXhub’s cellular solution as a backup, call centres can avoid dropped calls and poor call quality, which can lead to a negative customer experience. This can help maintain customer satisfaction and loyalty.
Easy to implement
ConXhub’s cellular solution is easy to implement and does not require any additional hardware or equipment. This can provide a quick and easy backup solution for call centres in case of an internet outage.
conXhub secret sauce
conXhub’s cloud phone systems are designed to work seamlessly over the mobile cellular network, making them impervious to internet or electrical outages. In addition, conXhub’s proprietary technology enables easy mirroring of your existing phone system setup, ensuring a smooth transition to the backup system during a crisis.
You can choose to supply smartphones to your agents or work on a bring your own device (BYOD) basis, and conXhub works equally well on either, keeping your agents’ phone numbers private. You can add all or a select set of agents to the system and only pay for what you use. Your existing outbound phone numbers can be added on set up, or even at the point of disaster, allowing agents to simply continue dialling from their mobiles.
For inbound calls, setting up call forwarding for each of your numbers to one of conXhub’s “Interim Numbers” ensures a seamless transition. conXhub manages the rest, so your agents can get back up to speed within seconds of an outage.
In summary, conXhub’s cloud phone systems offer an effective backup solution for call centres during a crisis. The proprietary technology works seamlessly over the mobile cellular network, and the system can easily mirror your existing phone setup, making the transition to the backup system quick and easy.