Have a plan in place for volume spikes
Data breaches. Natural disasters. Holiday shopping seasons. Product recall responses. These support volume increases test a company's resources. TTEC is here to help tackle unexpected surges and seasonal peaks with rapid response and emergency contact centre support. Our experience in surge hiring, site selection, rapid ramp, and surge preparation insights will help you deliver human experiences when customers need you most.
Assess & Design:
Understand where you are
You can’t find a way forward until you have a clear picture of where you are.
- Assess the gaps across operations, training, technology, and other areas of your team and operations
Get ahead of where you are
Always be prepared. You can't wait around for the unexpected to hit if you want to stay ahead. There are steps you can take to set yourself up for success before a surge happens that will also benefit you in your everyday operations.
- Optimise your learning and training
- Optimise your knowledgebase
- Deploy technology and innovations
- Implement AI and chatbots
- Create a surge playbook
When a surge hits, you have already done your homework and worked through the scenarios. You will be ready to deploy and stand up associates in as little as 24hrs to 2 weeks depending on your situation.
- Rapid staffing
- Ready-to-go resource pool
- Playbook execution