Seamless transfer of Customer Care Process from New Jersey to VCare Call Center

The Sandy superstorm wreaked havoc in the east coast of USA, also the commerce hub of America. The Wall Street was shut down for two days. The big and small businesses of New York couldn’t function due to the power cuts and the deluge. VCare’s New Jersey’s service delivery center, though in the zone of influence of Sandy’s storm, was able to execute its customer care services uninterrupted. The strategic disaster management system at VCare ensured that an entire back-up was immediately taken at the Noida, India center. This process was for a leading telecom service provider company, which was headquartered in New York.
                                                                
The Technical team began assimilation of the entire transferred Data, while the Training team quickly grasped the Processes’ key requirements and commenced a quick training session of a team of Agents. Those with previous experience of similar processes were chosen and trained. Keeping the emergency of the situation in mind, the Training was provided promptly and swiftly.

We have an internal HR policy of additional compensation for all our employees who contribute during such emergency situations. Also all the people part of VCare’s global workforce, share a great working relationship and rapport. So whenever a disaster afflicts any one of our service delivery center, all the other centers are eager to help. The one with the best availability of manpower to support is transferred the process.

Vcare has global delivery centers spread across continents, in Seattle- Washington (US west coast), Princeton- New Jersey, Columbia-Ohio (US east coast), Colombia, Netherlands, Albania, Noida and Delhi in India. 
                                                                                    
As the team at India handled the calls at inbound customer care center, it was observed that there was a huge spike in the call volume. The numbers of calls received were five times more than the usual numbers, also because the mobile networks were faced with problems. This indicates that how crucial it was for the customer care center to be up and running. Our Agents provided Tier 1 level of problem-solving and troubleshooting support to the customers. The calls by customers would have got unanswered if the Telecom firm would have had an onshore vendor or an in-house call center, as both would have been affected by the disaster equally. Having an off-shore service provider like VCare Call Center rescued the business of our client.

Other processes which were ongoing at New Jersey Call Center, and which are successfully transferred to other deliver centers are:
Finance and Accounting Services (F&A outsourcing) for more than 25 small and medium sized businesses Research Services for 2 educational institutions and one market research company
Software Development for more than 32 enterprises
Back office support services for over 21 clients

If you have not ensured uninterrupted business for your company yet by choosing a smart call center outsourcing vendor, then a natural disaster can be catastrophic for your business.

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