The heat is on! Can your customer support keep its cool when the thermometer melts?
Last week the pavement outside our Málaga office sizzled at 45 °C, and Spain logged a new June record of 46 °C just up the coast in Huelva. That kind of heat warps train tracks, strains power grids, and knocks unprepared businesses offline. Inside Atender though, the phones kept ringing, live- chats kept popping, and our agents kept smashing targets all supported by our Superagent Tech platform.
Spain recently endured a record-breaking 46 °C heatwave
Summer heat rises, but we keep our cool
July and August often bring shorter office hours and “back-soon” autoresponders across companies. Customers, however, don’t schedule problems around siesta. We treat seasonal peaks like any other data signal: when the heat is on, we dial staffing up wherever it is needed.
One reason we can maintain momentum is again our global team structure. When many of our European team members take well-earned vacation time, our colleagues in other regions are ready to step up. Clients from Spanish-speaking markets might be assisted by our Latin America team, or overnight inquiries handled by our Asia-Pacific staff. We plan ahead to ensure full coverage even during peak vacation months. This way, whether it’s August in Madrid or a national holiday in Manila, an Atender professional is ready to help.
In short, we’re built for any forecast:
Global, 24/7 coverage: Agents across three continents keep servicelive around the clock.
Remote-ready workforce: Every advisor can work securely fromhome, café, or coworking hub.
Redundant cloud tech: If one data center hiccups, traffic auto-routesto another – no downtime for your customers.
And of course, it’s all supported by the tech and AI tools in our toolbox – from smart scheduling and HR support to real-time coaching and customer-facing solutions. End-users get to choose how they want their support experience to feel, whether it’s chat, email or voice. We’re seeing a growing appetite among our clients for smarter, more intuitive tools – and we welcome that momentum. More options mean better service.
At the heart of it all is Superagent – our own platform that ties people, process and AI together. It’s the backbone that keeps every conversation on track, every handover seamless, and every customer interaction aligned with your brand.
Blackout baptism - When the power goes out, we power up
Extreme weather has a way of exposing weak links, and 2025 offered a perfect stress test. On 28 April 2025 a cascading grid failure blanketed Spain and Portugal for almost ten hours, silencing mobile networks, freezing payment terminals and disconnecting 60 % of supply, plunging tens of millions into darkness.
Many help desks simply vanished at the very moment customers needed reassurance. Faced with this new reality, companies had to ask themselves: Are we prepared to support our customers when crisis strikes?
For Atender, the outage became a live disaster drill. Thanks to our 24/7 model, agents in Mexico and other remote locations took over instantly while local teams rode out the blackout. Service channels stayed open, questions were answered, and SLAs held steady.
Powered by Superagent, we were able to maintain the same level of quality, deliver a consistent experience, and support thousands of customers—many of whom were facing difficult situations themselves.
Our customer service is built on resilience and round-the-clock availability. All of it connected through customer-friendly AI tools that simplify the experience and keep things running smoothly. No complexity, no hassle—just smart support that works when it matters.
With agents distributed across multiple time zones, we are literally always on. If one region is hit by a storm, flood, or power cut, colleagues elsewhere step in seamlessly – exactly what happened during the Spanish blackout.
Real Support, Smarter Systems
Beyond manpower, we also leverage smart tools to handle the heat (pun intended).
Atender uses AI-driven support tools from our own Superagent platform. For instance, our AI chatbots and knowledge bases can instantly answer common questions or direct customers to helpful resources. During surges – say a sudden influx of queries about an outage or a product issue – these tools tackle all kinds of inquiries and gives our teams the possibility to concentrate on even more urgent or complex cases. It’s a “powered by humans, supported by AI” approach.
The Superagent platform speeds up responses and predicts where spikes might happen, but every important or sensitive interaction still gets the human touch our clients value. The result: even under unusual pressure (be it a heatwave knocking out AC units or a blackout cutting power), our customer service quality remains high. We stay responsive, empathetic, and helpful, exactly when you and your customers need it most.
Delivering great experiences when all is well is easy; the real test is performing when conditions are toughest. Heatwaves, floods, or blackouts – whatever the forecast, Atender combines exceptional human service with intelligent systems, so your customers are never left waiting.
Resilient customer service is no longer a luxury; it’s essential. Your customers won’t wait patiently until Monday morning if a crisis hits on Friday night. Partnering with a provider that offers a 24/7 worldwide AI powered model and robust contingency planning ensures your brand remains responsive and empathetic – come hell, high water, or high heat. And as recent events have shown, that kind of reliability is setting a new standard in Europe’s business landscape. Let’s raise the bar together, and keep your customers close – no matter the weather.
