Download e-book for iPad: Call Center Continuity Planning by Jim Rowan

By Jim Rowan

ISBN-10: 0849399823

ISBN-13: 9780849399824

A disruption on your name heart operation can conceivably price you loads of hundreds of thousands of bucks. And a number of disruptions can expense within the thousands. name heart Continuity making plans exhibits you ways to devise for - and keep away from - carrier interruptions via mess ups huge and small. This e-book will allow you to take care of every thing from energy outages to significant hurricanes. if you happen to use exterior name quantity administration (CVM) ideas akin to pre-established approaches for catastrophe name routing? Or, for those who use inner recommendations akin to making plans for a corporation chilly web site, digital name middle, or use of the surplus ability of your different name middle in the course of emergency?What approximately coping with name volumes to deal with non-emergency seasonal or time of day peaks? are you able to use your name facilities minimal day-by-day overflow of calls as a profit instead of an issue? what's concerned with contracting to outsource name dealing with to a different name heart by way of effectiveness, services, know-how, and human assets - and what complicated name processing recommendations are available?Call heart Continuity making plans solutions these kinds of questions and extra. It additionally presents special details at the suggestion of CVM, that treats the amount of calls as a fluid, that may be channeled from one position to a different through computer-managed switching. Your name quantity administration method acts like a chain of aqueducts to regulate the floodwaters of incoming calls prior to your call-takers are swept away.

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Sample text

ILLUSION #2 Recovery to a Cold Site (Dark Site) If your company is operating with one functioning call center and one vacant backup facility (dark site), you probably feel that your potential problems are all taken care of (see Exhibit 3-3). If you have succumbed to Illusion of Recovery #2, in the event of disaster you have been planning to recover inbound calls from the operational call center to your waiting, nonoperational one at a distant site. The idea is that the dark site, or backup call center, can be used to receive all the calls from the disabled call center.

But trying to recover a business that has undergone a disaster, after the disaster, would be a similarly expensive proposition. The importance of preplanning and prearrangement of vendor emergency contracts applies to those innocuous-seeming “slow-motion” disasters as much as to the more dramatic seeming kind of catastrophe. ” A large pool of retained earnings is not as good as a plan. A “fairy godmother” with deep pockets is not as good as a plan. Certainly, even an interested buyer for the shambles of your company is not as good as a plan.

Consider the recovery service offered by IBM. Suppose that your company arranges for call center assistance at $25 per “seat” at a hot site facility run by IBM, enters into a contract, and pays a retainer. Naturally, your firm would pay less for this service than a company that called up in the middle of its disaster to ask for immediate help, no matter what the cost! Suppose that your region suffered a wide-area disaster such as a hurricane or earthquake, and every company for miles around was calling for recovery assistance.

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Call Center Continuity Planning by Jim Rowan


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