Taming the Call Storm
May 24, 2017

Vincent Geffray
Everbridge

Share this

In today's digital world, it is possible to gauge the cost implications of an IT outage on employee productivity, revenue generation but it is usually much more tricky to measure the negative impacts on the very IT people's lives.

Think about this for a minute:

You're a financial advisor and you are meeting with this young couple who just got married 2 months ago. They want to purchase their first place and call it "home." They are interested in what your bank has to offer for mortgage … They only have an hour for you and you've already walked them through the different options and the associated costs.

At this point, you just need to collect a few more information about their income, their credit score and just run the numbers with the mortgage computer application. You log onto the mortgage portal, you see the spinning wheel in the middle of the screen but nothing happens. You try again, you may even apologize and reboot your computer. You try again and get the same damn wheel.

The friendly couple really needs to leave now as they must get back to work. And they do. Your day couldn't get any better, right?

Now what? You could open a ticket with Corporate IT, but you really want to make sure someone hears the story of what just happened. You want to share your feelings and talk to someone real. You are now calling the dedicated 1-800 line to IT Technical Support. What you don't know yet is that thousands of agents have experienced the exact same issue and want to share their frustration with the team they think is responsible for all this mess: IT. Because of the unplanned volumes of calls, you will most likely be placed on-hold and in queue before someone can actually answer your call. From a Service Desk perspective this is called a Call Storm! An unplanned influx of angry colleagues calling the IT Desk.


Now, put yourself in the service desk professional's shoes who will be taking your call … They have to answer hundreds of calls just like yours. They must remain nice and courteous. They usually need to apologize for the inconvenience like if they were responsible for this problem. On top of that, they may have to apologize for not being able to provide you with any update other than "Yes, we know the mortgage application is down. All our engineers are looking into the issue. Sorry, we actually don't know how long this will last"

Isn't it another great day in IT land?

What's going on? How long will this last? What are we doing about it? If you've ever had a major incident impact users throughout your organization, chances are you've heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming …

Customers and end users just want to make sure IT is aware of the issue. But when hundreds — even thousands — try to contact the service desk, then you have a call storm. And the inability to properly weather it increases the urgency end users feel.

To reduce the volumes of inbound calls into the support center, IT Alerting solutions are designed to help expedite the IT response process and proactively communicated with impacted business users.

Vincent Geffray is Senior Director of Product Marketing, IT Alerting and IoT, at Everbridge.

Share this

The Latest

June 27, 2017

In today's everchanging IT industry, network engineers face a slew of challenges when it comes to network management. As networks continue to grow and become more complex, many IT professionals struggle to get a grasp on key workflows in which network engineers still rely on manual processes, including network documentation, troubleshooting, change management and cybersecurity ...

June 26, 2017

Many organizations are struggling to resolve customer-impacting incidents quickly enough to preserve brand loyalty and revenue, according to PagerDuty's recent State of Digital Operations Report ...

June 23, 2017

"Become the Automator, Not the Automated." While it's a simple enough phrase, it speaks directly to how today's organizations and IT teams must innovate to remain competitive. A critical aspect of innovation is acknowledging the digital transformation of businesses. The move to digitalization enables organizations to more effectively unlock the power of information technology (IT) to fuel and accelerate business innovation. It is a competitive weapon and a survival imperative ...

June 22, 2017

Executives in the US and Europe now place broad trust in Artificial Intelligence (AI) and machine learning systems, designed to protect organizations from more dynamic pernicious cyber threats, according to Radware's 2017 Executive Application & Network Security Survey ....

June 21, 2017

While IT service management (ITSM) has too often been viewed by the industry as an area of reactive management with fading process efficiencies and legacy concerns, a new study by Enterprise Management Associates (EMA) reveals that, in many organizations, ITSM is becoming a hub of innovation ...

June 20, 2017

Cloud is quickly becoming the new normal. The challenge for organizations is that increased cloud usage means increased complexity, often leading to a kind of infrastructure "blind spot." So how do companies break the blind spot and get back on track? ...

June 19, 2017

Hybrid IT is becoming a standard enterprise model, but there’s no single playbook to get there, according to a new report by Dimension Data entitled The Success Factors for Managing Hybrid IT ...

June 16, 2017

Any mobile app developer will tell you that one of the greatest challenges in monetizing their apps through video ads isn't finding the right demand or knowing when to run the videos; it's figuring out how to present video ads without slowing down their apps ...

June 15, 2017

40 percent of UK retail websites experience downtime during seasonal peaks, according to a recent study by Cogeco Peer 1 ...

June 14, 2017

Predictive analytics is a popular ITOA technology that you can leverage to improve your business by leaps and bounds. Predictive analytics analyzes relationships among various data points to predict behavioral trends, growth opportunities and risks, which can add critical value to your business. Here are a few questions to help you decide if predictive analytics is right for your business ...