For larger companies, the contact center is a critical business system. These checklists, prepared by Roger Sumner, senior vice president of the Technology Office at Aspect Software, will help ensure that you ask the correct questions when planning for business continuity in this area.
First acknowledge that the term ‘disaster’ encompasses a lot of unpleasant possibilities. Get specific about the types of problems your contact center might face:
Facility disaster: The building is damaged
Facility downtime: Power is cut from the facility or personnel cannot get to the facility
Component disaster/downtime: One or more hardware components within a facility are destroyed or disabled
Application disaster/downtime: One or more software applications residing on hardware within the facility are destroyed or disabled
Data disaster: Data is corrupted or lost
Network disaster: Data networks are compromised or disabled
Security disaster: Company security for internal information is breeched and data is destroyed or modified.
A comprehensive disaster recovery plan needs to encompass processes and solutions that will address each type of potential problem.
Ask the right technology questions…
So how do you know if your disaster recovery plan is current and meeting management’s expectations? ‘Disaster recovery’ means different things to different people, but whether your definition focuses on high system availability, system recovery, or system redundancy, it’s important to look at both the technology you have in place and the processes around that technology.
Before you can develop an effective disaster recovery plan, you need to answer these questions about your contact center technology:
1. Is the system redundant within itself? Does it have redundant internal workings?
2. Is full redundancy required in a disaster situation?
3. Can you run two systems, one primary and one backup, in two different locations?
4. Can each of the systems – same location or not – be configured to handle the load for all transactions if one fails?
5. Would the two systems share the load under normal operation?
6. Does the system have a hot or cold standby if redundant concurrent systems are not desired/required?
7. Does the hot standby system automatically start in the case of failure, or is manual intervention required?
8. Can the cold standby system that is only called upon when primary technology fails and has regularly scheduled data backups can automatically be started in case of failure, or is manual intervention required?
Build people and processes into the plan…
It’s not enough though to have just the technology backed up. You also need to have processes in place for every possible type of disaster. For example:
Assistance in developing a contact center disaster recovery plan can be found with most contact center solutions vendors. They can provide guidance on how to manage redundancy or failover and recovery processes with your existing contact center technology, as well as help your organization document and categorize all of the contact centers and services your organization provides and determine the impact a disruption will have on those systems.
The contact center should also be sure to coordinate its disaster recovery plans with the rest of the organization. There may be some overlap, and it is important not to assume that another area of the business is taking care of supporting the systems that overlap with the contact center.
Also, if you are outsourcing any portion of your contact center initiatives, you must be sure that the outsourcer vendor has its own recovery plans in place. Sarbanes-Oxley, in the United States, requires organizations to provide evidence of business continuity plans and this includes vendor-provided services as well, including outsourcedservices.
The best disaster recovery plan is worthless if it isn’t updated continually and tested regularly. All too often, call centers invest large amounts of time, money, and other resources into developing a plan but make the mistake of ignoring the maintenance required to keep the plan effective and efficient. The financial impact of relying on an untested or outdated plan can be devastating.
Article Provided by SCC Services Group
Picture Provided by: http://www.megabyte.be/en/it-infrastructure/security-solutions/disaster-recovery-plan-drp-bcp/
Since 2000, SCC Services Group has been successfully providing services to the Automotive, Banking, Financial Services, Travel, Telecommunication and Retail Call Center organizations. This depth of experience is complemented by our commitment to service excellence, a healthy corporate culture, and a highly skilled team. If you are interested in learning more about SCC Services Group consulting or business services offerings and how we can assist your organization improve its overall performance please send an email to: email@example.com
Publish Date: August 1, 2016 5:00 AM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|4.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
PH: +61 7 5660 6284
|De-Stress Your Call Center: How to Manage In a Stressful Environment||October 31, 2016 5:00 AM|
|Ten Simple Strategies for Customer Satisfaction and Loyalty||August 15, 2016 5:00 AM|
|Business Continuity and Disaster Recovery in Customer Service||August 1, 2016 5:00 AM|
|Press Release: Fenero Announces WebPhone Launch, Enabling Real-Time Contact Center Connections In The Cloud||July 19, 2016 5:00 AM|
|Getting Your Team in the Zone||July 12, 2016 5:00 AM|
|Customer Experience Statistics||July 5, 2016 5:00 AM|
|Hiring the Right Talent||December 5, 2015 5:00 AM|
|Fenero Awarded 2015 Communications Solutions Product of the Year Award||August 24, 2015 5:00 AM|
|Customer Service Statistics||May 9, 2015 5:00 AM|
|Customer Service Tips to Handle Complaints and Keep Customers Happy||April 3, 2015 5:00 AM|