Outsourced Call Center Keeps Businesses Operating through Hurricane
During and after a disaster like Hurricane Sandy, having an outsourced call center keeps customers (and employees) connected to the main company by phone so a business can go on as usual while management gets everything back in order behind the scenes.
LAKE HAVASU, Ariz., Nov. 2, 2012 /PRNewswire-iReach/ -- United Call Center (UCC) is helping clients located on the East Coast keep their businesses running despite the disastrous effects of Hurricane Sandy. According to Operations Manager Sandra Rademacher, since the hurricane hit earlier this week, UCC has been providing customer service support to hundreds of clients who are working through the hurricane aftermath. For business clients located in the areas hardest hit such as New Jersey, they are dealing with transportation issues, having no electrical power, destruction to local offices and employees who have lost homes due to flood or fire.
With just one phone call to their UCC representative in Lake Havasu and another to their phone company, a client is able to transfer all incoming customer calls to their outsourced call center so nothing will be missed. UCC call center representatives (CCRs) can handle everything for the client including taking messages and forwarding them to the appropriate personnel, placing orders and setting up appointments. UCC provides their clients with a live person who answers calls for them 24/7 and it becomes especially helpful during a natural disaster such as this recent one.
For example, one of their clients, a generator sales and service company, is able to continue selling generators to those in need in spite of their local office being closed due to the storm. According to Rademacher, their client transferred their sales calls directly to UCC and so far they have sold more than 2 million worth of generators and UCC has fielded more than 20,000 calls for them. Since the generators are shipped from a California distribution center, hurricane victims can get the generators they need.
Rademacher mentioned that another client, a large medical company in New Jersey, had to evacuate their office because of Hurricane Sandy but were able to continue assisting patients by phone since they had all calls transferred to the UCC call center. CSRs were able to book future appointments or take messages for the patients and forward them (via text, phone or pager) to a medical professional who could call back as needed. She added that other companies who have especially benefited from having an outsourced call center like UCC available during a tragedy such as Hurricane Sandy have been handyman services and disaster recovery companies that help with flood and fire damage.
In addition to providing customer service support, UCC has also been assisting their clients with employee communications. Employees are able to call their company's main line, which is forwarded to the UCC call center, and receive timely information regarding their payroll pick up location and when business will be operating locally again. Whatever the clients need regarding communications to customers and employees can be set up through UCC.
"We are happy to be able to give our clients peace of mind knowing that we will take care of business calls and other tasks while they are putting everything back together after the hurricane," Rademacher said. "We have a trained staff of professional CSRs who are putting in the extra hours to field the huge volume of calls coming in to our clients. Any way we can help ease their stress during this difficult time, we are here to do so."
About United Call Center
Since 1989, United Call Center has been providing call center services to its customers. All services are performed at their call center locations in Lake Havasu, AZ and a smaller office in Riverside, CA for government contracts. The company prides itself in having high hiring standards, which results in a low turnover rate and a dedicated team of professional and caring U.S. agents who work in one physical location--never remotely at home.
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