Operations

Business Continuity

One of the most important components of a contact center is continuous service. We know that your agency contact center must have redundancy at various levels to handle service disruptions due to factors such as system or power outages, natural disasters, or other unforeseen events like sudden economic shifts, and even global pandemics.

At physical contact centers, back-up generators and fuel supplies are needed to address power outages. If all systems go down, paper forms to capture customer information for a callback process are needed. An evacuation plan and headcount inventory tools are vital to ensure team safety during unplanned emergencies. Even an emergency calling-tree exercise could be required to notify your team of the following day’s work schedule and arrival-to-work expectations.

The ability to change IVR messaging, reroute communications to another center, or handle calls without operational systems are integral to a well-thought-out Business Continuity Plan (BCP). Rather than deploying high wait time or closed messaging on your IVR system, having a virtual contact center is a more agile approach to business continuity. This allows you to quickly get support reps mobilized while avoiding disruption to customer service. It is important to test your BCP at regular intervals, document lessons learned, and make necessary changes. We partner with your agency to develop a strong Business Continuity and Recovery Plan, designed to weather the unexpected.

Tactical Deliverable Examples:

  • Business Continuity Plan (BCP)
  • Disaster Preparedness and Disaster Recovery Plan
  • Scenario-Based Playbook
  • BCP Training Exercise