Call Center Services Featured Article
Sound Telecom Withstands Hurricane Sandy with Geographic Distribution
The disaster that was Hurricane Sandy is still being felt in many places, but for Sound Telecom, some sound preparation not only kept their operations up and running, but also allowed them to keep the operations of other companies running as well. When Hurricane Sandy landed, Sound Telecom was ready, and showed very readily how geographic distribution can keep an operation running despite even the worst disaster.
Sound Telecom provides 24-hour telephone answering services for their clients, as well as call center operations and cloud-based communication services, so for their clients, Sound Telecom is the crucial bridge between their business and their potential customers. Being out of service represents a critical loss of business, so Sound Telecom needs to be constantly active. Indeed, that's a sentiment echoed by Sound Telecom's director of operations, John Dubay, who made it quite clear that Sound Telecom is exactly the 24-hour service it sets out to be.
"We are always online," said Dubay, "and we are geographically well-positioned to assist our customers that are on the Eastern seaboard." This was undoubtedly what customers in the path of Hurricane Sandy were hoping to hear, as several of them called in to Sound Telecom, detailing plans to be completely out of the office for a week or more. Moreover, Sound Telecom found itself fielding new business as well, with customers making last-minute decisions about disaster protection via cloud-based services.
LaGuardia College in New York was one of these last-minute customers. Unsure as to whether the hurricane would even impact them, it ended up completely taking out their communications systems. But thanks to their call to Sound Telecom, just 10 hours later, a call-handling program was set up, and both harried students and anxious parents alike were regularly receiving updates from the college about their current status.
In this, Sound Telecom demonstrated two critical points of business: one, having a backup system is never a bad idea, and two, the importance of customer service to a business' overall operations can never be understated. Sound Telecom, which operates out of Seattle, Washington, was very well placed to handle the issues of customers in the path of the hurricane since they personally were about as far out of the path of the hurricane as was possible to get without actually leaving the United States. Additionally, they have other facilities located in both Spokane, Washington and in Denver, Colorado, making the impact of any one potential disaster on their operations comparatively small.
At the same time, they also showed the importance of customer service, managing to get a new client in LaGuardia University in the midst of a wide-ranging disaster; being able to provide the important backup systems is a great way to get clients interested in a business' slate of offerings, especially when an occasion emerges that will make the use of backups more likely. No one wants an umbrella on a sunny day, but when the skies turn black, then having that umbrella on hand becomes much, much more important.
The end result here is that Sound Telecom has proven, very readily, the value of not only having backups available, not necessarily in the form of cloud communications, though they certainly fit the bill, but also in providing the best value to the customer.
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Edited by Brooke Neuman