Disasters are usually thought of as fires, floods, hurricanes and other large-scale acts of nature. But smaller calamities can be just as disruptive for your call center. A drunk driver who rams the pole at the end of your street and takes out your phone and power lines will still prevent you from serving customers.
Unless, of course, you have a tried-and-true disaster-recovery plan. These six tips can get you on the path to preparedness.
1. Have a plan. An event that shuts down your call center is not an opportunity to improvise. You want a well thought-out and tested plan ready to go."Think it through ahead of time," advised Bill Samuels, president of Telesales Services LLC, a firm that specializes in helping companies outsource call centers, including temporary outsourcing to cover disaster or high-volume surges.
2. Examine your assumptions carefully. One of the trickiest parts of disaster-recovery planning is determining what type of problems your call center could potentially face — and what services you can assume will or will not be affected. This is a combination of probabilities of events and some creative paranoia.
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Tuesday, August 26, 2008
6 Ways to Cope with Call-Center Disasters
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