ContactRelief Hurricane Irma Recommendations for Contact Centers

ContactRelief recommends resuming contact with additional Florida counties except specified zip codes.

Monday, September 25, 2017 8:48:00 AM -05:00

ContactRelief is making public its Hurricane Irma recommendations made to subscribers Sunday, September 24th.

Irma Recovery Update

ContactRelief is recommending resumption of contact with additional Florida counties (except for specified zip codes where significant wind or flooding damage has been reported), and recommending resumption for previously suspended zip codes.

After ravaging much of the Caribbean, incuding Puerto Rico and the U.S. Virgin Islands, Hurricane Irma, then a Category 5 storm took aim at Florida. Based on the historic strength of the storm, ContactRelief recommended on September 5th suspension of contact with much of Florida, Puerto Rico, and the U.S. Virgin Islands. Soon after, almost all Floridians begin their preparations for the storm with many choosing to evacuate to northern and western Florida. On September 10th, Hurricane Irma struck the Florida Keys and then shortly after that the Florida coast. We followed the storm's path up the Florida peninsula eventually recommending contact suspension for over 27 million people as the effects of the storm were felt across all parts of Florida and into Alabama, Georgia, and South Carolina.

After evaluating the storm's impact, we began recommending resumption of contact with Alabama and parts of Georgia and South Carolina. We gradually expanded this southward and on September 14th recommended resumption of contact with the western portions of the Florida peninsula. We expanded the resumption area to additional counties in the Florida panhandle on September 18, more than a week after the storm.

After evaluating early insurance claims data, we recommended resumed contact with additional Florida counties except for specified zip code where wind, storm surge, or flooding damage was reported. We made the list of zip codes available without charge as a service to the business community. We continued resuming contact at the county level while excluding specified zip codes through September 21.

Today, we are lifting the existing zip code suspensions for all counties except Lee county, resuming contact with Collier, Hendry, and Polk counties except for specified zip codes, and maintaining our recommendation to suspend contact with Monroe county which encompasses the hard-hit Flordia Keys. Our recommendations at the zip code level have provided two weeks for residents to assess their damage and begin the recovery process.

We expect to maintain our recommendation to Puerto Rico and the U.S. Virgin Islands for an extended period as both regions were affected not only by Hurricane Irma but also the devasting impact of Hurricane Maria.

We recognize that this is only a recommendation, and our subscribers have and will make their own judgments about when to have resumed contact. We hope that our recommendations and our willingness to provide this information as a service to the contact center community have been helpful in making these decisions. We urge all to recognize that the road to full recovery will be a long one. Business can play a part in that recovery by implementing special programs for Irma affected customers and using skills-based routing to ensure that these programs reach these customers. In doing so, you will not only help the customer but protect and promote your brand image by actively demonstrating your committment to the customer experience. As we say at ContactRelief, "It's just smart business!"

Hurricane Irma Recommendations

Contact should be resumed in Florida counties (except specified zip codes): Collier, Hendry, Polk.

A previous recommendation to resume contact remains in effect for Florida counties: Alachua, Baker, Bay, Bradford, Brevard, Broward, Calhoun, Charlotte, Citrus, Clay, Columbia, DeSoto, Dixie, Duval, Escambia, Flagler, Franklin, Gadsden, Gilchrist, Glades, Gulf, Hamilton, Hardee, Hernando, Highlands, Hillsborough, Holmes, Indian River, Jackson, Jefferson, Lafayette, Lake, Lee, Leon, Levy, Liberty, Madison, Manatee, Marion, Martin, Miami-Dade, Nassau, Okaloosa, Okeechobee, Orange, Osceola, Palm Beach, Pasco, Pinellas, Putnam, Santa Rosa, Sarasota, Seminole, St. Johns, St. Lucie, Sumter, Suwannee, Taylor, Union, Volusia, Wakulla, Walton, Washington.

A previous recommendation to suspend contact remains in effect for Florida counties: Monroe.

A previous recommendation to suspend contact with Puerto Rico and the U.S. Virgin Islands remains in effect.

To obtain the list of zip codes that should remain suspended, see the information below.

ContactRelief's On-going Response to Hurricanes Harvey, Irma, Jose, and Maria

For a limited time, ContactRelief is providing our full recommendations without charge as a service to the business community. Our full recommendations consist of the areas to be suspended and the list of zip codes covering these areas. Contact for more information.

Get in touch

Shaping your outbound contact away from disaster stricken areas isn't just the right thing to do, it's smart business. To learn more about how ContactRelief can help you protect your brand, reduce your risk of adverse actions, and improve your contact center efficiency, click below to contact us.

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