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CONTACT CENTER

Business Continuity
Planning and Services

Achieve business continuity amid the COVID-19 pandemic

with TTEC's collaborative and proactive global at-home

remote contact center services and solutions.

 
 

 

Ramp up teams quickly with our flexible, seamless,
and scalable remote contact center solutions.

During this historic pandemic, we highly recommend organizations shift as much of their contact center workforce to an at-home environment as possible, regardless of geography.

Our resilience principles are focused on minimized disruption and stabilized operations. Our Contact Center Business Continuity Planning and Resiliency Solutions are ready to switch on at a moment's notice to keep your operations running smoothly with secure work-from-home, automated, messaging, and cloud-based solutions.

For over a decade, our at-home model has helped clients scale quickly in times of need, while also achieving improved customer experiences and operational KPIs. Our at-home associates can be trained and ready to take customer interactions within 48 to 72 hours. Meanwhile, a combination of our at-home associate model and messaging and chat omnichannel solutions can allow your associates to concurrently handle 4x the number of customer interactions, including a 30% IVR deflection to self-resolution.

Schedule a quick virtual meeting and our contact center operations and CX experts will help you determine:

  • How much of your workforce should shift to an at-home or remote environment?
  • Is your technology ready to allow at-home workers?
  • How will you manage the increased volume of hiring, training, and QA?
 

Yes, I want to schedule a virtual business continuity planning meeting

 
 

Business continuity is achievable with TTEC's proven CX solutions

Minimize disruption.
Stabilize operations.
 
Business Continuity Plan
 

Shift NOW

Optimize team operations by shifting to an at-home model, quickly and at needed scale

 

Add NOW

Broaden customer support by adding nimble at-home associates to your contact center operations

 

Message NOW

Relieve capacity and optimize interactions by rapidly deploying new channel capabilities of Web Messaging

Resiliency
 

Deflect NOW

Reduce call volumes with IVR to messaging, enabling associates to go from 1:1 to 1:4, with automated conversations

 

Manage NOW

TTEC-delivered IT infrastructure, implementation design, and management consultation

 

Secure NOW

A decade of expertise in managing at-home workforces, our technology is simple, scalable, and secure

 
 

Business Continuity Planning and Resiliency Resources

Trends Report
6 Proven Ways to Win Messaging

A strategic guide for transforming messaging into a competitive advantage.

Download Trends Report
Blog
Work-at-Home Benefits: A Primer for the Move to a Remote CX Workforce

As COVID-19 impacts work around the globe, work-from-home options become more enticing to keep contact center business continuity customer operations running smoothly.

Read Blog
Service Desk Innovation
Strategy Guide
Humanify®@home

Broaden customer support by adding at-home associates to your contact center operations.

Learn more
Checklist
Are you Prepared?

12 ways to keep customers, clients, and associates safe and informed during the COVID-19 outbreak.

Read more
 

Ramp up quickly with our flexible, seamless, and scalable remote contact center solutions

Our resilience principles are focused on minimized disruption and stabilized operations and our solutions are ready to switch on at a moment's notice. We recommend organizations shift a minimum of 25% of their contact center workforce to an at-home environment.

Request a business continuity planning virtual meeting