Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity

#contactcenterworld, @taylor_reach

Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity | The Taylor Reach Group Inc.

A disaster? It’ll never happen to your business or Contact Center. There hasn’t been a major storm in your area in living memory. That kind of stuff happens to centers in Tornado Alley and Key West, not where you are. Don’t be so sure—there are many kinds of disasters and any one of them could visit your center today.

Cheyenne, Wyoming is high plains desert, getting only 12 inches of rain a year. It was the last place you’d expect a flood. But on August 1, 1985, Cheyenne got more than six inches of rain in less than four hours, and the resulting flood killed 12, injured many more, and shut down many businesses for days or weeks.

In the 1950’s, the US Navy moved its entire fleet of planes from Pensacola, Florida, to Olathe, Kansas, the night before a predicted hurricane in Pensacola. The next day was beautiful in Pensacola…and a tornado hit Olathe and destroyed the fleet.

Disasters come in all shapes and sizes, and they are, by definition, unpredictable. In addition to weather, we can have lines cut, power outages, train derailments, flu epidemics, and so much more. Now is the time to prepare.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW


The three disasters over the last couple of weeks in Houston, Florida and Mexico highlight the need for a business continuity plan, sometimes known as a disaster recovery plan or outage plan. This is especially relevant to Contact Centers. While the impact of hurricanes on business is the most relevant right now, in consideration of Irma, Harvey, Jose, and Katia, when establishing a business continuity plan, there are many situations to consider:

a. Evacuation: Wildfires, floods, hurricanes, disease, and train or truck related collisions can all cause the need for evacuation. You will need to not only have an evacuation plan, you will also need to determine what treatment callers and contacts will receive during your evacuation process. For example, will caller be directed to a recorded message, will the calls be redirected to another center, will the calls be redirected to the same agents once they at a hot-site or other remote location(s), etc.

b. Power outages: Diesel powered generator, with battery backup to keep the computers up during those seconds before the generator kicks in. Test it regularly, have preventive maintenance done, keep it filled with fuel, and enter a contract with a company that can provide more fuel in a long-term outage. System outage: Backup systems in at least two different geographical areas, regular backups kept offsite in secure storage. Unable to reach the center for weather, infrastructure or health reasons: systems that allow work from home, with equipment like laptops and headsets available at a convenient location away from the center or at agents’ homes; contracts with backup centers that agents can travel to; agreements with companies whose agents can take your calls in a disaster. Remember that while some disasters may only last for a day or two, others could be weeks. How would 2 weeks without power impact your plan?

Considerations for Preparing a Business Continuity Plan:

1) Preplan for Disasters: Preplan what to do in each type of disaster. Consider the differences between being denied access to the office due to road blockage versus the office being non-functional, aka flooded. In one case, we had a direct experience with a client where the center was cut off by repeated snowfalls that stopped anyone from getting into the office for over a week. The office was functional but unreachable. But, since the firm had a work from home program running for many years, they did not have to move to their backup center over 2 hours away. Luck or good planning, you tell me.

2) Document Your Disaster Recovery Plan: Document, document, document the plan and make sure everyone knows their part. From who can declare an emergency, to who can authorize carriers to implement emergency routing, and of course who can or will declare an emergency over, and how will that be communicated to everyone.

3) Business Records: Make sure to have offsite or cloud records, preferably electronic and available on a moments notice. For Call and Contact Centers (CC’s), this means the Customer Relationship Management system (CRM) and other systems should be available to you in locations other than head office. If you can already work from home, you already have the infrastructure to do this.

4) Redundancy is Mandatory: Does the data center provide redundancy with another center not anywhere near either the office or data center? If not, get one. Without the data, your business is dead in a few days or weeks at the longest. This is your best insurance and protection in order to stay in business.

5) Establish Disaster Recovery Impacting All Business Factors: Disaster recovery plans typically include the following:

a. Facilities – an emergency power generator, an alternate site
b. Network and Systems – rerouting of calls, backup systems (database backup)
c. People – evacuation, an emergency advice system
d. Service levels – planning IVR changes, rerouting of calls

6) Calculate the Cost of Being Out of Business: Calculating the impact of being out of business provides context and guidance to developing recovery plans. In revenue-producing environments, the cost of being out of business is to put into economic terms. Factors to consider:

a. Direct loss of productivity

b. Indirect loss of productivity

c. The impact on the queue, telecom and handling time

d. Loss of revenues, clients, staff

7) Informed Employees: Ensure all employees know the plan and what they can and should do, when.

8) Emergency Messaging for Employees: Establish an emergency IVR/Auto messaging or collaboration tool to reach out to and coordinate with all current employees with timely and critical information; from the basic, ‘Don’t come into work’ to ‘All clear, return to work in X days’. Messages can include assembling points or locations to continue working etc. Some systems can be set up to dial each employee to ask their status and whether or not they can work, are they OK etc.

9) Emergency Messaging for Clients: Provide emergency messaging for all clients, callers etc. across all channels in advance of needing them. Check and trial this works before using it. Most suppliers are happy to do a quarterly test of emergency routing of calls or message intercepts during both work and non-work hours. Be proactive. The more detailed information you can provide the better; don’t leave your customers guessing. Utilize multi-recipient/bulk channels. Reach as many customers as you can before they attempt to reach out to you and clog your 1:1 channels. Make sure front facing customer channels like your websites and their links work. This is not the time to have dead-end links or incorrect contact information posted.

10) Long-Term Plans: Provision for a loss of the complete office and center for the long term. Where will you move, when and under what conditions?

Where Disaster Recovery Plans Err:

There are times when disaster recovery plans are put in place, however, they still seem to fumble in miscalculations.

a. Ensure your disaster recovery plan considers the worst-case scenario. Only having 2 days’ worth of fuel for your generator won’t do if a hurricane can knock out power for a week or more.

b. The alternate site is geographically too close to the main site. In situations such as natural disasters, it is important to consider where your alternative location is in respect to the main site and the likelihood of the secondary location receiving similar impact to ultimately cause postponement of operations.

c. Practice makes perfect. Much like we practiced fire-drills in school, it is important to practice implementation of a disaster recovery plan, systems, processes, and protocols. One outsourcer we know redirected calls between two geographically diverse centers quarterly as a live test of re-routing and to ensure a level of proficiency. This will ensure a smoother flow in actual times of emergency. Have a plan C, &

D. Disaster Recovery is never fully tested until the disaster happens and by then it will be too late to rethink or reassign assets.

Proper planning is essential to a smooth and effective business continuity plan. Don’t allow your center to be a victim, plan and prepare for disasters and you and your employees can survive and continue to support your customers and clients.

#contactcenterworld, @taylor_reach


About Colin Taylor:
For the past 33 years Colin has worked in the call and contact center industry starting as a agent, Today he assists clients improve the operation effectiveness and customer satisfaction achieved by their centers. A frequent speaker and author more than 100 articles on call and contact center operations.

About The Taylor Reach Group:
Company LogoThe Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Invest The Time

Read today's tip or listen to it on podcast.

Published: Wednesday, November 8, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

CCWorld-TV

CCW TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

Award Winning Incentive Schemes
Award Winning Incentive Schemes at this major company presented by Toto Sugiarto
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1432 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =