Devoted to the call center industry, the agents on the phones, and their managers

Business Continuity Planning (BCP) is critical to any call center business.

Knowing where to route your calls in case your systems go down or an event has transpired which led to an increase in absenteeism in your workforce is one plan.

Big centers usually divide their workforce to several centers and if something strikes in one center, then it is easy to do this.  Though a good idea, some would think this to be costly, unless it is part of the organization’s strategy to do so.

An alternative though would be to route them to “work at home” agents. 

No need to pay for additional real estate to house more agents which will drive costs down.  As an example, if your center experiences a blizzard and most can’t go to work then you can either call your “work at home” workforce to start answering phones.  Another way is to have your current agents log in from their homes, if they are set up to do so.