Expand Your Call Center Universe

Disaster Recovery

The decentralized contact center model made easier by VoIP also ensures that if one contact center is incapacitated for one reason or another, there always will be one to take its place. Chris Powell, contact center manager at Vermont Teddy Bear, says that he institutes a similar practice during the gift cataloger’s holiday sales spikes. “I don’t like to put all of my eggs in one basket,” he says. “So during our busiest season, I employ several off-site contact centers in addition to hiring more agents in the in-house contact center.”