Media Call Centre Exercises
Kenyon offers an assortment of Media Call Centre (MCC) Exercises aimed at not only allowing the client to test the reaction time and capability of our Call Centre to deal with the surge of media calls following an incident, but also to assist with the internal exercises of your emergency plan and your communications staff. These exercises are only available for clients that have a current services contract with Kenyon.
In addition to having a full time Kenyon staff member at the MCC, Kenyon also exercises and regularly tests the MCC. However, we understand that some clients may also wish to independently test the reaction time and capability of our MCC. Also you may wish incorporate the MCC in your own internal exercises to practice and deal with the surge of media calls following an incident, or assist with the internal exercises of your emergency plan and your communications staff.
These MCC exercises vary from simple logistics testing to highly complex exercises involving up to 16 call centre agents and staff and as many as 24 voluntary callers making sample calls into the MCC. A simple example exercise might include a call to Kenyon as part of your training exercise, where we provide you with a simulated toll-free number and you go through the motions of submitting a sample press release to the Call Centre Director.
A complex exercise might include all of the agents listed above as well as the participation of a Kenyon Crisis Communications Associate to monitor the incoming media requests for information and provide advice.
For those who retain our Kenyon International Call Centre (KICC) Service, Kenyon also provides exercises for you to test its capabilities.