Natural disaster planning
In addition to partnering with a call center service to keep the lines of communication open, it's also important to establish an on-site alert notification scheme, such as installing an intercom or alarm system.
Published on: Mar 3, 2016
Transcripts - Natural disaster planning
Natural Disaster Planning: A Call Center
Service Can Help
Having preparations in place to cope with the communication challenges posed by a natural disaster is
an essential component of any business continuity plan. When a disaster strikes, the last thing that you
want is to be cut off from employees, suppliers, distributors and clients who make your business a
success. In today's high-tech world where so much of business communication is achieved through Wi-Fi
and Internet technology, it's vital to have a back-up plan that includes a call center service, which can
keep you in touch with everyone associated with your organization when other types of communication
systems aren't available.
Communication Plan Development
Any sound risk assessment plan includes an analysis that identifies what resources are needed to keep
critical business functions up and running should a natural disaster occur. Having a reliable way to
communicate quickly in times of emergency is critical to maintaining safe business practices. An escape
plan should be presented to each new employee and practiced regularly by all employees and
associates. Retail organizations will want to make sure that bilingual customer service employees are
always on hand to help with client management during natural disasters.
In addition to partnering with a call center service to keep the lines of communication open, it's also
important to establish an on-site alert notification scheme, such as installing an intercom or alarm
system. When that's not feasible, a quality answering service will take on the responsibility of sending
out alerts to in-house employees. Key personnel should have access to Internet sites that can be utilized
during times of emergency, including company websites and social media sites like Twitter and
Assemble a Communications Team
Even the smallest business is placed under a greater risk when a single person is responsible for
implementing a contingency plan. Assembling a team helps ensure that there will be proper leadership
company-wide in case of a natural disaster. You may also want to consider including a representative
from your answering service as a member of this important team. The team should not only have
emergency contacts available for each employee but also contact information for employee support
services as well, including daycare centers, caregivers and schools.
The communications team should assume responsibility for relaying safety information to the
company's staff, vendors and customers year round. Regular postings on an Internet site, social media
site or even a bulletin board will demonstrate the company is serious about safety. Because regular
communication offers additional opportunities to interact with both customers and employees, it
elevates the company's profile and raises morale as well.
Surveys conducted by the Institute for Business and Home Safety (IBHS) found that around 25 percent
of businesses that are forced to close during a disaster never reopen. Unexpected closures are
particularly devastating for owners of small businesses who are often too caught up with day-to-day
operations to formulate risk and recovery plans and assessments. A reputable call center service that
operates 24 hours a day and offers bilingual customer service is a valuable resource that can give
businesses, big or small, the competitive edge during and after a natural disaster.