Peak will be there when you need us the most; when the unexpected happens. Severe weather events, natural disasters and technical failures can occur at any time of the day or night and may see you needing to send your staff home.
As a Peak 24/7 customer, your procedures and scripts are already in place and ready to be deployed as an emergency event unfolds. Peak will also provide back-up emergency support at any time, including for an unplanned outage or a full scale, declared emergency. We are on standby and ready to support you, at any time, and during any disaster event.
We are very experienced in dealing with a mix of routine, urgent or disaster related contacts. This delicate mix necessitates the need for a reliable service and we have a strong track record in the toughest of situations of being able to expand our team rapidly to serve many communities during disaster events. Peak has ‘earned its stripes’, having supported clients through multiple periods of business strain and adversity. We have first-hand experience with responsive (within 30-minute timeframe) and adaptive services to support you and your community throughout any developing disaster event.
Experience with Disaster Events
The last decade has seen significant weather turbulence in Queensland. Peak has consistently stepped up over this period, providing critical emergency support for local communities. In addition to responding to numerous local outages and incidents, Peak has provided support to Queensland through significant disaster events, including:
- 2011 QLD floods
- 2011 Cyclone Yasi
- 2013 QLD floods
- 2015 Cyclone Marcia
- 2017 Cyclone Debbie
- 2018 QLD bushfires
- 2019/20 QLD bushfires
- 2020 Coronavirus (COVID-19) pandemic
Peak has a demonstrated history of supporting councils and public service providers with full 24/7 services, as needed.
Our team is dependable and ready to support you if disaster strikes, with responsive and adaptive services to meet the needs of council and your community throughout any developing disaster event. We are very familiar with how best to represent you and your interests in a time of crisis.
Some of our notable experiences during these events include:
- Management of the SES call traffic in the build up to the 2011 flood event impacting Brisbane, Ipswich and the Gold Coast.
- Supported Ipswich City Council during the 2011 flood response and recovery, managing record peak call volumes more than 45% above a standard month during this time.
- Commissioned a priority routed queue with tailored welcome and hold messages to align to Townsville City Council during Cyclone Yasi in 2011.
- On site and remote support for Lockyer Valley Regional Council in customer service and flood recovery functions in 2011 and 2013.
- Peak is proud to have two officers who were awarded medals of service during the 2011 flood events by the Governor-General.
- During 2017’s Cyclone Debbie, Peak provided ongoing support to 10 councils and organisations critically impacted by the event, including Whitsunday Regional Council, Mackay Regional Council and Brisbane Airport Corporation. Peak assisted during the lead up, impact and aftermath of the disaster event, fielding seven times the average number of daily calls.
- During the 2018 QLD bushfires, Peak simultaneously provided increased levels of daytime and after-hours support to six clients in the high impact zone.
- During the 2019/20 QLD bushfires, an official ‘state of emergency’ was declared across 16 local government areas, supported by Peak.
- In just one week, we transitioned our entire call centre staff to fully functional home working in the Coronavirus (COVID-19) pandemic.