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Disaster Recovery Plan for Your Contact Center

Although many companies have great business tactics when it comes to everyday processes in their contact center , most are grossly unprepared for disaster situations, and lack proper disaster recovery and business continuity procedures. Elaine Cascio shared tips to make a plan for disaster recovery and business continuity in a recent article in Customer Inter@ction Solutions, so businesses can ensure that their contact center is prepared for any scenario that could potentially cause a disruption in a business.


Step 1: Identify possible scenarios.

Possible scenarios could range anywhere from site shutdowns and technical failures in the contact center to cataclysmic events like earthquakes or hurricanes. Anything that threatens to disrupt business continuity should make it on this list.

Step 2: Assess the potential business impacts and risks for each scenario.

Identify criticality, impact, and potential failure duration time for each possible scenario.

Step 3: Develop your risk reduction and recovery methods.

Risk reduction and recovery methods may include rerouting contacts, system redundancy and backups, multiple geographically diverse sites, hosted service providers, or home agents and remote offices. Remember that business continuity is key, and should be able to be maintained no matter the situation.

Step 4: Define what to do and when for the various scenarios.

Have a true disaster recovery plan that your company will stick to in case of each scenario. Include technology, people, and processes in this plan.

Step 5: Document and test each backup plan.

Ensure that your plans are flawless by testing them with your contact center team. Have each person complete their tasks as they would in case of a disaster, and revise when necessary.

Step 6: Update and test plans as you add or replace technologies, expand offices, or change support vendors.

Disaster recovery plans should be updated as the rest of your contact center is so they do not become irrelevant and incompatible with your company’s needs. Ensuring that you have proper protocol for disaster recovery and business continuity will enable your company to stay ahead of any problems that could occur.

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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