Rapid response call centre support

The customer experience challenge

Customers expect communication and support from businesses they deal with, be it via a call centre, chatbot, social media or other communication platforms. This ‘duty of care’ becomes especially important in crisis situations.The combination of crisis situations and customer expectations creates a short-term need for ‘surge capacity’ to meet the rise in calls and concern.

How Deloitte can help

Our Customer Support service allows you to meet the call surge, supporting the customer experience by rapidly mobilising agents and infrastructure to scale up capacity.Our operations mobilise mass outreach and communication services along with on-call support to meet your demand even in the most extreme circumstances.We use ready-to-go technology to link with your teams and manage queries across multiple countries and languages. We can also deploy chatlines, chatbots and other message support to allow different channels of engagement.

Our Customer Support service works in two ways

1. Retained Support Service
A retained service with guaranteed resource and response levels

If you choose our retainer service, we will work with your team to prepare before a potential incident occurs.

This includes planning for a crisis by integrating your playbook into our operational hub, aligning infrastructure, testing and conducting drills, which allows us to rapidly provide support during an incident. The internal training processes are reviewed and updated regularly in line with any relevant changes.

2. Live Incident Response
Rapid response support when a live incident occurs

You can call our 24/7 hotline and once we understand the incident details, we will guide you through the remediation process. Our incident response manager will coordinate all the elements of delivery to ensure that you have the support you need from day one.

Our work in this area is underpinned by world-class advisory work in crisis management and managed services. By partnering with us, you know you have every aspect covered in the event of a crises.