Format:
Kenyon offers an assortment of Kenyon International Call Centre (KICC) Exercises aimed at not only allowing your organisation to test the reaction time and capability of our International Call Centre, but also to assist with the internal exercises of your emergency plan. These exercises are only available for Clients that have a current services contract with Kenyon.
Description:
In addition to having a full-time Kenyon staff member at the Kenyon International Call Centre, Kenyon also exercises and regularly tests the Call Centre. However, we understand that some Clients may also wish to independently test the reaction time and capability of our International Call Centre, or incorporate the Call Centre in their own internal exercises of your emergency plan.
KICC exercises vary from simple logistics testing, to highly complex exercises involving live Call Centre agents. A simple example might be that a call to Kenyon is included 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 Persons Directly Affected (PDA®) list to us, such as a manifest or staff list.
A complex exercise might include as many as five inbound call agents receiving calls from as many as ten different callers, placing three to five calls each while acting as affected family members. This could also include other specialty Call Centre staff such as Notification Agents, Travel and Assistance Agents, and Data Management Agents, so you can get the full picture of the vital actions of the International Call Centre staff
during a crisis.
Simple Scenario:
Exercise #1: Client Testing ScenarioNo pre-planning or pre-scheduling for exercise required.
Duration: 30 - 45 minutes
▪ Client calls Kenyon during normal business hours to activate:
US (Monday – Friday 07.30 – 16.30 GMT-6) OR,
UK (Monday – Friday 08.00 – 16.30 GMT 0)
Caller must stipulate that this is an EXERCISE.
▪ Kenyon staff receiving call takes simulated incident information.
▪ Kenyon staff calls Client back within 30 minutes, with a simulated international toll free number. (The toll free number will NOT work!)
▪ Client may e-mail their PDA List during normal business hours to kicc@kenyoninternational.com.
▪ Kenyon acknowledges receipt of PDA List.
▪ Kenyon’s participation in exercise is concluded.
▪ Caller must stipulate that this is an EXERCISE.
Exercise #2: Client Testing Scenario
Exercise must be scheduled a minimum of 1 month in advance.
Duration: 2 hoursClient Provides: 5 voluntary callers to place 2-3 calls each to the international toll free number provided by Kenyon (these volunteer callers may be client employees “play acting” as family members). Kenyon does not provide the volunteer callers, but may provide caller scripting for an additional fee.
Exercise #4: Client Testing ScenarioExercise must be scheduled a minimum of 1 month in advance.
Duration: 3 hours
Client Provides: 10 voluntary callers to place 3-5 calls each to the international toll free number provided by Kenyon (these volunteer callers may be client employees “play acting” as family members). Kenyon does not provide the volunteer callers, but may provide caller scripting for an additional fee.
Exercise #3: Client Testing Scenario
Exercise must be scheduled a minimum of 1 month in advance.
Duration: 3 hours
Client Provides: 10 voluntary callers to place 3-5 calls each to the international toll free number provided by Kenyon (these volunteer callers may be client employees “play acting” as family members). Kenyon does not provide the volunteer callers, but may provide caller scripting for an additional fee.
All complex exercises include:• Client calls Kenyon US 24 hour number to activate. Caller must stipulate that this is an EXERCISE
• Kenyon staff receiving call takes simulated incident information and forwards to KICC Director.
• KICC will be activated with (English and Spanish language speaking personnel only).
• Kenyon KICC Director calls Client back within 30 minutes, and provides an international toll free number for the country where the event has occurred. This WILL BE a working number.
• Client emails their PDA List to kicc@kenyoninternational.com in proper KR Excel format.
| Exercise 2 | Exercise 3 | Exercise 4 | |
| KICC Director |  |
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On Site KICC Manager |
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| Inbound Agents | |
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| Data Management Agents - Review the Preliminary PDA list for discrepancies - Review the confirmed PDA list received against the Preliminary PDA list - Notify Client of discrepancies |
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| Team Managers | |
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| Notification Agents | |
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| Travel and Assistance Agents | |
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| On Hold Music and Incident Recording |  |
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| Set Up Fee | |
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| International Toll Free Number | |
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| Call Centre Number for Outbound Calls - 1 for Notification Team (Exercises 3 & 4) - 1 for Travel and Assistance Team (Exercise 4 only) |
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Optional Expenses
Objectives: For current KICC Clients and those considering Kenyon’s International Call Centre service, KICC exercises provide direct experience with the following benefits:
Further Information:To schedule an exercise, including Kenyon’s International Call Centre, or discuss a custom consultancy package, please e-mail kenyon@kenyoninternational.com or contact the Kenyon UK Office at +44 (0) 1344 316 650
