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

August 19, 2019

One common infrastructure challenge arises with virtual private networks (VPNs). VPNs have long been relied upon to deliver the network connectivity and security enterprises required at a price they could afford. Organizations still routinely turn to them to provide internal and trusted third-parties with "secure" remote access to isolated networks. However, with the rise in mobile, IoT, multi- and hybrid-cloud, as well as edge computing, traditional enterprise perimeters are extending and becoming blurred ...

August 15, 2019

The configuration management database (CMDB), along with its more federated companion, the configuration management system (CMS), has been bathed in a deluge of negative opinions from all fronts — industry experts, vendors, and IT professionals. But from what recent EMA research on analytics, ITSM performance and other areas is indicating, those negative views seem to be missing out on a real undercurrent of truth — that CMDB/CMS alignments, whatever their defects, strongly skew to success in terms of overall IT progressiveness and effectiveness ...

August 14, 2019

The on-demand economy has transformed the way we move around, eat, learn, travel and connect at a massive scale. However, with disruption and big aspirations comes big, complex challenges. To take these challenges head-on, on-demand economy companies are finding new ways to deliver their services and products to an audience with ever-increasing expectations, and that's what we'll look at in this blog ...

August 13, 2019

To thrive in today's highly competitive digital business landscape, organizations must harness their "digital DNA." In other words, they need to connect all of their systems and databases — including various business applications, devices, big data and any instances of IoT and hybrid cloud environments — so they're accessible and actionable. By integrating all existing components and new technologies, organizations can gain a comprehensive, trusted view of their business functions, thereby enabling more agile deployment processes and ensuring scalable growth and relevance over the long-term ...

August 12, 2019

Advancements in technology innovation are happening so quickly, the decision of where and when to transform can be a moving target for businesses. When done well, digital transformation improves the customer experience while optimizing operational efficiency. To get there, enterprises must encourage experimentation to overcome organizational obstacles. In other words ...

August 08, 2019

IoT adoption is growing rapidly, and respondents believe 30% of their company’s revenue two years from now will be due to IoT, according to the new IoT Signals report from Microsoft Corp ...

August 07, 2019

It's been all over the news the last few months. After two fatal crashes, Boeing was forced to ground its 737. The doomed model is now undergoing extensive testing to get it back into service and production. Large organizations often tell stakeholders that even though all software goes through extensive testing, this type of thing “just happens.” But that is exactly the problem. While the human component of application development and testing won't go away, it can be eased and supplemented by far more efficient and automated methods to proactively determine software health and identify flaws ...

August 06, 2019

Despite significant investment in AI, many companies are still struggling to stabilize and scale their AI initiatives, according to State of Development and Operations of AI Applications 2019 from Dotscience ...

August 05, 2019

IT has two principal functions: create a network that satisfies the business needs of the company and then optimize that network. Unfortunately, the modern enterprise is buried under a myriad of network improvement projects that often do not get deployed ...

August 01, 2019

Even large companies are not yet realizing the potential of digital transformation, according to a new study from Cherwell Software, The Power of Process Integration in the Information Age ...