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Grace Heny - ContactCenterWorld.com Blog Page 6

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Disaster Recovery Plan Framework for Indonesia

Disaster Recovery Plan  

Based on the force majeur disaster that took place in our lives, inspired me to create this article as the framework for Contact Center Professional to ensure and implement the Disaster Recovery Plan.

Contekan DRP Contact Center

Belajar dari Gempa Bumi Jepang Maret 2011

Pernahkah terbayang oleh Rekan rekan ... para profesional Call Center, bahwa satu hari rekan rekan diminta meninggalkan gedung atau alokasi Call Center dimana rekan rekan berada dan mengungsikan staff Call Center.  Dan rekan rekan bungung akan tindakan apayang harus dilakukan pertama kali, bagaimana dan kelanjutan operasional selanjutnya. Dalam bisnis dikenal istilah "Disaster Recovery Plan" atau biasa disingkat 'DRP' yang artinya adalah rencana dalam menghadapi kaedaan darurat dan patutnya juga berisi akan langkah-langkah untuk kembali beroperasi secepatnya saat menghadapi situasi darurat. Contoh kasus paling nyata adalah gempa bumi Jepang yang mengagetkan kita semua. Tujuan utama dari Disaster Recovery Plan adalah memastikan operasional Call Center tetap berkelanjutan dan operasional tidak terhenti dengan adanya kondisi darurat tersebut. 

Lalu pertanyaannya apa kira-kira yang harus rekan-rekan ... sebagai Manajemen Call Center persiapkan dalam menghadapi hal ini dan meliputi apa saja ? Mari kita ikuti ulasan berikut ini. 

Persiapan Membuat Disaster Recovery Plan

Kita akan berangkat dari kerangka operasional lengkap sebuah Call Center untuk membuat DRP yang baik yaitu setiap lapisan (istilah kerennya LAYER) sebagai komponen yang ada di sebuah Call Center :

  • Layer Network atau lebih tepatnya IT dan mencakup juga jalur telekomuniasi; di sini termasuk akses nomor telepon termasuk nomor cantik, jalur/sambungan kabel telepon dari STO Telkom sampai ke Call Center rekan rekan
  • Layer Equipment, terutama technology Call Center dan peralatannya termasuk di sini PABX, ACD, IVR, System Recording, CTI, Telephone sets, PC dan kelengkapannya termasuk software dan hardware
  • Layer Process Call Center, dimulai dari proses menelponnya seorang Pelanggan untuk mencari informasi sampai dengan diterimanya telepon tersebut kemudian dicatat di aplikasi Contact Management rekan rekan lalu di tindaklanjuti dan di selesaikan serta di respon kembali ke Pelanggan tersebut. Jika sebagian besar proses tersebut biasanya ditangani Staff Call Center dan sebagian besar pencatatan dilakukan oleh sistem, maka kondisi darurat biasanya memaksa proses tersebut untuk di lakukan manual seluruhnya tapi disarankan untuk kepentingan update database Pelanggan rekan rekan setelah kondisi berjalan normal.
  • Layer reporting, bagaimana sisi reporting seharusnya melaporkan kejadian kejadian luar biasa ini dan bagaimana pendekatan dalam sebuah Perjanjian Call Center; istilah umumnya Service Level Agreement

Dari semua lapisan tersebut, yang terpenting dan terutama tentunya PERSONEL yang selalu diutamakan dan kita dahulukan keselamatannya di atas emua Layer apapun. Kita lanjutkan pembahasan per topil dari setiap layer di atas. 

Lapisan PERSONEL sebagai komponen utama dan yang terutama 

Saya yakin pembaca setuju bahwa Personel - Staf Rekan Rekan termasuk Anda sendiri adalah hal terpenting yan gharus di jamin keselamatannya. Untuk membuat rencana bagi lapisan Personel, mulailah dengan langkah-langkah sebagai berikut ini : 

  • Libatkanlah Senior Management rekan rekan dan tentukan satu tampuk komando saat terjadi darurat, yaitu siapa pemimpin yang akan memberikan perintah menghentikan operasional (menutup) Call Center dan memulangkan Staf Call Center sehingga tidak terjadi kebingungan dan kerancuan. Hanya satu komando sangat disarankan karena menghemat waktu. Dalam keadaan darurat waktu sangat penting dan kritikal. Identifikasi key personnel, tentukan warden di lokasi Call Center rekan rekan, siapa yang bertanggung jawab meneruskan informasi seandainya Staf Call Center dipindahkan atau operasional di pindahkan, siapayang akan memimpin para Personel Staf Call Center saat di lokasi baru atau di lokasi pengungsian sementara waktu tersebut.
  • Diskusikanlah dengan team security rekan rekan bagaimana jalan keluar dari lokasi Call Center menuju titik aman yang di tentukan, serta bagaimana penanganan karyawan saat terjadi keadaan darurat. Semua perusahaan dan gedung biasanya mempunyai prosedur tersebut. Pelajari dan ikuti langkah langkah yang diminta tersebut.
  • Yakinkan semua lantai dimana Call Center berada mengikuti prosedur evakuasi, jalur evakuasi terpampang jelas dan masukkan juga dalam rencana Real Time Management rekan rekan. Kalau di paparkan disatu lembar kertas besar dan biasanya digantungkan di dinding sehingga termasuk sebagai bagian dari Wall Plan Call Center rekan rekan.
  • Identifikasikan dan jalin MoU jika memungkinkan dengan rumah sakit terdekat dan hotel atau apartemen terdekat. Jika diperlukan Staff Call Center untuk berobat atau diungsikan maka tujuan dari kondisi tersebut sudah jelas dimana lokasi yang menjadi target pengungsian.
  • Alur komunikasi saat darurat dan siapa yang bertugas harus dicetak di poster besar-besar dan di pajang di lokasi lokasi yang mudah di lihat untuk menjadi pedoman saat kritis benar benar terjadi

Untuk artikel artikel bermanfaat lainnya bisa menjelajah www.ContactCenterIndonesia.com                                               

Publish Date: April 30, 2011 10:30 AM


Government Bank Smiles

Smiles outreach all the attendance after we completed the activities of in class training.

As a basic for a good Contact Center operational and management, we need to put the platform of same knowledge on basic call center, principles and KPI to be used. This is why having a common training of introducing the platform of Contact Center is really key to successfull operation with strong coordination and communication within the personnels.

 

Publish Date: April 10, 2011 4:12 PM


Another Sharing Session activity in Indonesian Community

Every month we held few Sharing Session with few of the Contact Center Professionals in few of our clients premises.

 

Publish Date: April 5, 2011 9:32 AM


Inhouse Training in supporting ISO Certification

We had few classess held in our client premises and the discussion went very well and we finalized few key milestones in supporting the ISO Certification.

 

 

 

Publish Date: April 5, 2011 9:28 AM


Assisting Government Health Department

Grace is entering agreement with Government Health Department on assisting them in Setting Up a Contact Center Preparation.  The work will be centralized to one location and will work together with the Government Team, Related Department and also external independent Auditor, one of the Big Boys Consulting company worldwide.

Publish Date: February 28, 2011 3:11 PM


Bencmarking Visit Government Call Center to a Role Model Bank

Following up the Friends request, we are able to secure some slot time of Contact Center Management from a Leading Bank that becoming Best Practice Contact Center in Indonesia.  This Call Mandiri Contact Center had a very long list of winning in the Contact Center World and the Winning Team sharing their experince to the Guest.

The Guest coming from a Government Sector that really keen to learn and equip themselves with all 'Contact Center' knowledge.  The Host Team lead by a Lady, Mrs Evi and really impressed the Guests Team with their friendly, knowleadgeable, helpfull sharing information.

 

Publish Date: February 26, 2011 8:30 AM


Benchmarking Visit to a Role Model Bank

As requested by some Friends, me and my team started to coordinate and hold a small event to have a Sharing Session by the host - a well known Contact Center that won few times in Contact Center World.  Total participants was reaching 40 and we closed our registration with very sorry note, but surely we will arrange another time in the near future.

The Host was lead by a Lady, Mrs Wani explain some key important milestones when she was first appointed as Head of Bureau of Halo BCA, how is the challenges, the key issues, all support that she received specially from Senior Management, what she had done that made her able to transform Halo BCA as nothing to become a Strategic Channel of Customers Voice now to the Senior Management.

The event was fun, informal and really fruitfull and I need to be the time keeper and manage the timing as Mrs Wani time is limited and I only allocated 3 questions.  But surely all the Guest can drop in more questions to us and we will help to follow through to the relevant parties.

These are some of the pictures shot :

 

 

Publish Date: February 26, 2011 8:04 AM


Training ISO 9001 QMS

I and my team starting to realize that what we learn as Best Practice Approach in Y2008 was truly adapted from ISO Approach and we start seeing the framework of the process and the whole approach. The ISO 9001 is the mother and than customize and translated from the Generic Service Delivery process to the 'real' Contact Center environment. We realize that Manufacturing industry translate the Key Tools for Production is the Machinery, while Call Center tools of production is the Call Center Professionals, which sometimes was neglected.

Here are our serious learning process

 

 

Publish Date: February 26, 2011 7:42 AM


ISO 9001 Certification and Consulting Contact Center Project for a Government Bank

168Solution had signed with a Leading Government Bank to assist their Contact Center in supporting ISO 9001 Quality Management System Certification process.  Along with the Preparation for the Certification, we put a plan of Tranfer Knowledge with focus on 'Technical Operation Contact Center Management' to complement the How To process.

 

Publish Date: February 9, 2011 1:32 PM


Public Class Training Feb2011

We are running few classess in this month of February with participation comming from BPO, Government Bank, Singaporean JV Bank, Local Bank and few others.

Publish Date: February 9, 2011 1:24 PM


Government Bank Training

In January 2011, we delivered few classes for a Government Bank. The training location is a good place and located outskirt of Jakarta area, with this environment, we are very focus and having full concentrate in a fruitfull learning lesson together.

 

Publish Date: February 1, 2011 4:00 AM


Wonderful moment with Raj

Last two days, BCA Management accepting the President of Contact Center World, Mr Raj that coming to Jakarta with the objective of filming Halo BCA people, operational and sites.

Since the beginning, we have the mission to turn this visit as an 'eye opener' of the world eyes to realize the Indonesia vast potential , how wonderful is Indonesia multi cultural and heritage and the important thing to proof that our 'Smile and Service' is the nature of Indonesia people - despite the Jakarta traffic off course :)  

 

These are those pictures taken with Raj

 

 

 

 

 

 

 

 

Publish Date: January 13, 2011 7:03 AM


Various Activities in Indonesia Contact Center

In December 2011, there are a lot of activities taken in Indonesia Contact Center, from Government Institution, BPO Vendor, Banking, Telecommunication, Insurance, Multi Finance. The activities ranging from discussion, short course delivery also hang out together.  Below are few pictures of Indonesia Contact Center Professionals taken during the activities :

 

 

 

Publish Date: December 25, 2010 3:51 AM


Halo BCA won Contact Center World Awards Exposure in Indonesia

Halo BCA engaged few printed media including KOMPAS, TEMPO and others announcing Halo BCA achievements in Contact Center World event at Gold Coast and Las Vegas.

These are the printed media attached

 

 

Publish Date: December 10, 2010 3:06 AM


Presenting at Contact Center World

On November 5th, all the Industry Champion from the countries that attend the conference are presented their ideas, including some tips for the Executives.

The event was straight forward, simple, not too formal approach and what amazed me is the Time Management that Raj and team successfully implemented. I think we should learnt from this event to shape some of the others event that I attended.

Here is the picture of us - myself and all presenters of Industry Champion from each countries with Raj

Publish Date: November 13, 2010 10:15 PM

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