Format:
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 International 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.
Description:In addition to having a full-time Kenyon staff member at the Media Call Centre, Kenyon also exercises and regularly tests the Media Call Centre. However, we understand that some Clients may also wish to independently test the reaction time and capability of our Media Call Centre. You may also wish to incorporate the Media Call Centre 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 Media 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.
Exercise #1: Client Testing ScenarioNo pre-planning or pre-scheduling for exercise required
Duration: 30 - 45 minutes
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 toll number provided by Kenyon (these volunteer callers may be client employees “play acting” as media entities). Kenyon does not provide the volunteer callers but may provide caller scripting for an additional fee.
Exercise #3: Client Testing ScenarioExercise must be scheduled a minimum of 1 month in advance
Duration: 2 hours
Client Provides: 8 voluntary callers to place 3-5 calls each to the toll number provided by Kenyon (these volunteer callers may be client employees “play acting” as media entities). Kenyon does not provide the volunteer callers but may provide caller scripting for an additional fee.
Exercise #4: Client Testing Scenario
Exercise must be scheduled a minimum of 1 month in advance
Duration: 3 hours
Client Provides: 12 voluntary callers to place 5-7 calls each to the toll number provided by Kenyon (these volunteer callers may be client employees “play acting” as media entities). Kenyon does not provide the volunteer callers but may provide caller scripting for an additional fee.
Exercise #5: Client Testing ScenarioExercise must be scheduled a minimum of 1 month in advance
Duration: 3 hours
Client Provides: 24 voluntary callers to place 8-10 calls each to the toll number provided by Kenyon (these volunteer callers may be client employees “play acting” as media entities). Kenyon does not provide the volunteer callers but may provide caller scripting for an additional fee.
All complex exercises include:
| Exercise 2 | Exercise 3 | Exercise 4 | Exercise 5 | |
| MCC Director |  |
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| On Site MCC Manager | |
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| MCC Inbound Agents - Agents will receive and collect contact information and process inbound calls. - Agents will provide the most up-to-date press release statement to caller. |
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| MCC Project Coordinator - MCC will send a Call Report at end of exercise - with amount of calls received and handled. |
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| MCC Team Manager - MCC will send via e-mail most up dated press release statement to previous media callers. - MCC will send a Contact Detail Report - with all contact information captured from callers. |
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| On Hold Music and Incident Recording |  |
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| Set Up Fee | |
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| Toll 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) |
Optional Expenses
• A Kenyon Crisis Communications Associate may be added to monitor information/questions from media callers and provide advice/feedback to Client at $350.00 USD per hour (1-hour minimum required).
• If Client desires Scripts for Volunteer Callers, Kenyon may provide scripts at an additional charge (Available scripting for the following type of media calls: family member erroneously calls in, media requesting an interview, media questioning provided press release information, media requesting additional updates on press release statements received).
Objectives: For current MCC Clients and those considering Kenyon’s media surge service, MCC exercises provide direct experience with the following benefits:
- Allow your internal staff to run through a real-world scenario where the surge of media calls can often be overwhelming
- Fully understand what the MCC can do during an incident
- Test the responsiveness and skill of the multi-lingual Call Centre agents
- Gain understanding into the critical nature of managing not only the requests for information, but ensuring that consistent messaging is provided by simultaneous release of approved statements
- Understand the benefits of scripted questions and responses for gathering of consistent and accurate data
- Simulate the logistics involved in arranging travel for family members
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
