Posted in Operations and Supply Chain Terms, Total Reads: 1506
It stands for 24 hours a day, 7 days a week and 365 days a year. It means customer support will be available constantly and continuously throughout the year with no holidays. Despite automated servers are fully operational, a customer may need to talk to customer representative regarding his/her query. In such cases, 24/7/365 call centers are used. It may use phone, live chats, e-mail and remote access for troubleshooting.
It can be implemented using following methods:
• By using staffs in shifts in a day
• By using daytime facility in different time zones across globe
• By using cloud technologies to map available staffs to the customers through VMware, paging etc.
Services are prone to disruption and hence, redundant and complex systems are used to make sure the availability of customer support to customers.
A customer may encounter a failed transaction during online bill payment and need to settle account immediately. In such cases, he makes call to a toll free number provided by bank and service platform he was using for transaction, talks to customer representative of the bank and gets his problem solved. Telecom service providers also provide round the clock call center facility to their customers in case of specific query or problem. Similarly, software companies remove bugs, provide updates etc. to their customers through remote access on demand basis.