8 - Percentage Routing - Disaster Recovery

The summer 2007 floods also affected the Head Office of a financial institution. Whilst the Head Office building was not affected, due to the flooded roads, many members of staff could not get to the office. In addition, the mains water supply to the Head Office was contaminated making the building temporarily unusable.

This meant that a number of the staff from this office were temporarily relocated to local branch offices. Using the percentage routing facility, all incoming calls to the HO 0800 number were routed to the branch offices. Dividing the calls between the branch offices in this way ensured adequate staffing levels to answer the calls and meant that customer service levels were unaffected.

Also see:

• Case study 1 -Call statistics - Effective Marketing
• Case study 2 - Itemised Call Statistics - Quality Management
• Case Study 3- Call Recording + Call Statistics -Effective Management
• Case Study 4 - Call Recording - Market Research and Staff Training
• Case Study 5 - Area Routing - Reduce Marketing Costs
• Case Study 6 - Area Routing - Enhanced Customer Service
• Case Study 7 - Alternative Routing Plan - Disaster Recovery
• Case Study 8 - Percentage Routing - Disaster Recovery
• Case Study 9 - Ratio routing - Reduce Marketing Costs
• Case Study 10 - Call Whisper - Effective Marketing + Customer Service
• Case Study 11 - Call Recording - Marketing Assessment
• Case Study 12 - Call Options - Effective Call Handling
• Case Study 13 - Voice to email -Improved Call Handling and Customer Service