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Rapid Response Customer Support
Crises, incidents and one-off issues happen. Whether it’s a system outage, cyber attack or commercial event, all organisations will experience challenges that impact business as usual. Through increased regulatory scrutiny and customer expectation, the readiness to face these unforeseen challenges is more crucial than ever. The key to success lies not just in managing these events, but seizing potential opportunities to bolster customer trust, fortify your reputation, and stimulate new business growth. At Deloitte, through our Rapid Response Customer Support (RRCS) service, we have the necessary experience, expertise and scalability to rapidly respond to whatever challenge, planned or unplanned, your business may face.
Navigating challenge
Customers expect communication and support from businesses they deal with, be it via a call centre, chatbot, social media or other communication platforms. This ‘duty of care’ becomes especially important in crisis situations.
Contact centres are particularly vulnerable, often facing significant spikes in call demand that stress business functions beyond their capabilities. During a crisis or incident, resourcing, scheduling, training and vetting often overload organisations to the point of failure - attracting the attention of regulators and risking financial repercussions.
The consequences of a lack of preparation are now apparent – resulting in the FCA releasing their PS21/3 policy on operational resilience, and by March 2025 firms must be able to operate within impact tolerances for each important business service.
As a result, the risks of failing to prepare are now significant, and back in 2022 a tier 1 UK retail bank was fined over £48,000,000 for operational risk management and governance failures relating to an IT upgrade programme.
Organisations therefore need to consider the following:
In the event of any unexpected situation, we can rapidly mobilise a customer support capability on your behalf to allow you to focus on business as usual activity and ensure the incident is dealt with swiftly and effectively.
How Deloitte can help
- Operational Readiness - Our Reserved Response service includes a reduction in agent fees, guaranteed mobilisation SLA’s, and an up-front Readiness Programme (including drills and the creation of a response workbook and playbook) to ensure a response is mobilised and active within 72-hours. We hand-hold you through the days, weeks, or months following activation.
- Fully Managed Contact Centre - With 24/7 capability and a delivery model that supports all major European languages, our
turn-key solution includes full spans of control, from agents through to team leaders, operational leadership, change,
management information and workforce management. Our resource scales rapidly to align to fluctuations in call demand.
- Inbound & Outbound Communications - Using state-of-the-art equipment, we will manage small to large-scale communication campaigns via e-mail and/or letter. We can verify data sets against deceased, 'gone-aways' and 'movers' to demonstrate your attempts to contact all individuals and provide comprehensive management information on sent/received communications.
How our service works
Reserved Response Service - Preparing, exercising and refining your playbook
Clients complete our Reserved Response programme, which prepares their organisation for an invocation using templates, exercises and drills to create a bespoke incident playbook. If invoked, Deloitte will launch the pre-planned, controlled support for affected individuals within 3 business days. An incident management team mobilises the Operational Hub and coordinates service elements, including:
- Response activation - Initiation of response protocols upon identification of a disruption to business operations and notification to Deloitte. You can report an incident at anytime through our 24/7 hotline.
- Response strategy - Finalisation of response strategy, including resource mobilisation and communication outreach (if required).
- Outbound notification and communication - Launch of an outbound customer notification campaign via mail or e-mail including data integrity checks, return-mail handling and detailed management information.
- Inbound contact centre response - Access to our rapidly mobilised, global contact centre agents, supporting a multitude of languages and operating 24/7 via phone and/or webchat.
You do not have to be a reserved response client to benefit from a Deloitte managed response. We can still support your organisation during a disruption to business operations. If you are in need of immediate support please contact us for further details to see how we can assist.
Our credentials
Get in touch
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Hugo Morris |
Andrew Hanlon |