…Elite sent to me-

Nine calls re-routing
Eight video screens glowing
Seven call stats showing
Six IVRs saying
Five call record-ings!
Four mobile phones
Three NGNs
Two Swyx systems
And a way to queue my calls effect-ively!

Elite Telecom offer a Disaster Recovery Service that provides you with a pre-determined plan such as call re-routing, which can be deployed rapidly and reliably should disaster strike. A disaster recovery plan fully protects your IT and communications from loss of service and protects your business from loss of customers and loss of credibility. Disaster can strike in any form – floods, terrorism, Acts of God – even snow! So make sure you’re covered with a disaster recovery plan from Elite.

We all hear horror stories about call centres – misunderstandings, shouting matches and like – so the recent news story about Allan Wardle shouldn’t really come as a shock to anyone. After signing up for a broadband connection with a well-known provider, Mr Wardle was unable to connect to the internet. He then rang up the call centre to report the problem and was routed to an outsourced call centre, apparently in India. Whilst on the phone Mr Wardle became involved in an argument with the call centre operator and the argument culminated in Mr Wardle being threatened – or more specifically, the operator threatened to ‘blow his house up.’ An alarmed Mr Wardle reported the matter to the police.

Now, this is an extreme example of the kinds of arguments and heated feelings that can happen when you’re on the phone to an outsourced call centre. For most people, there’s just something about call centre’s that can get on their last nerve anyway – maybe it’s the impersonality, the mechanical responses, the blasé tone of voice. That isn’t all call centres though – just the bad ones. And outsourced call centres can be the worst because you also have to deal with overcoming language barriers and conversations can often drift away from fixing a problem to simply trying to understand each other. So as far as call centres are concerned, this story simply highlights the ongoing debate about the dubious merits of outsourced call centres.

Reroute If You’re Astute!

Southern Florida has learned the value of contact centres what with the busy hurricane season of the last few years – protecting data and infrastructure has become a full time business. Businesses have begun to outsource their disaster recovery to professional businesses in order to protect themselves if disaster strikes – as it so often does in Southern Florida! One of the most valuable services provided by disaster recovery specialists like Elite is the rerouting of all calls – which makes sure you have a business to return to!