How Lionbridge Prepared Our Client’s Contact Center For Any Situation
How Lionbridge Prepared Our Client’s Contact Center For Any Situation
2 PagesWhat Do You Do When Your Disaster Recovery Plan Puts Your Contact Center to the Test? A leading waste management organization has contact centers around the world--including in the hurricane-affected regions of Florida and Puerto Rico. Historically, in the face of impending storms, the organization shut down operations at these locations to allow employees to evacuate. During this period, in accordance with its disaster recovery protocol, the customer diverted calls routed to those two centers to non-affected regional call centers. However, those secondary call centers were not staffed with Spanish-speakers. This left a gap in call center coverage for Spanish-speaking clients. HOW LIONBRIDGE PREP ARED OUR CLIENT’S CONT ACT CENTER FOR ANY SITUA TION 700% INCREASE IN CALL
