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, Product Marketing, at Everbridge
Share this

The Latest

January 17, 2019

APMdigest invited industry experts to predict how Cloud will evolve and impact application performance and business in 2019. Part 3, the final installment, covers monitoring and managing application performance in the Cloud ...

January 16, 2019

APMdigest invited industry experts to predict how Cloud will evolve and impact application performance and business in 2019. Part 2 covers multi-cloud, hybrid cloud, serverless and more ...

January 15, 2019

As a continuation of the list of 2019 predictions, APMdigest invited industry experts to predict how Cloud will evolve and impact application performance and business in 2019 ...

January 14, 2019

APMdigest invited industry experts to predict how Network Performance Management (NPM) and related technologies will evolve and impact business in 2019 ...

January 11, 2019

I would like to highlight some of the predictions made at the start of 2018, and how those have panned out, or not actually occurred. I will review some of the predictions and trends from APMdigest's 2018 APM Predictions. Here is Part 2 ...

January 10, 2019

I would like to highlight some of the predictions made at the start of 2018, and how those have panned out, or not actually occurred. I will review some of the predictions and trends from APMdigest's 2018 APM Predictions ...

January 09, 2019

I sat down with Stephen Elliot, VP of Management Software and DevOps at IDC, to discuss where the market is headed, how legacy vendors will need to adapt, and how customers can get ahead of these trends to gain a competitive advantage. Part 2 of the interview ...

January 08, 2019

Monitoring and observability requirements are continuing to adapt to the rapid advances in public cloud, containers, serverless, microservices, and DevOps and CI/CD practices. As new technology and development processes become mainstream, enterprise adoption begins to increase, bringing its own set of security, scalability, and manageability needs. I sat down with Stephen Elliot, VP of Management Software and DevOps at IDC, to discuss where the market is headed, how legacy vendors will need to adapt, and how customers can get ahead of these trends to gain a competitive advantage ...

December 20, 2018

APMdigest invited industry experts to predict how APM and related technologies will evolve and impact business in 2019. Part 6 covers the Internet of Things (IoT) ...

December 19, 2018

APMdigest invited industry experts to predict how APM and related technologies will evolve and impact business in 2019. Part 5 covers the evolution of ITOA and its impact on the IT team ...