Disasters can range from anything from a hurricane to a power outage to a complete network failure. There are rarely substantial warnings when a disaster strikes, making it nearly impossible to come up with a plan and implement the steps necessary to keep a call center running. Instead, it’s vital that call centers have a disaster recovery plan in place before something happens, keeping it updated and the call center agents informed on the protocol.
One of the most important steps when implementing a disaster recovery plan is ensuring that your telephony provider offers multiple layers of redundancy. This means that they should have backup systems and alternate means of completing a call if your primary one does not work.
Secondly, there should be an option in place that allows agents to work from home if detrimental weather prohibits them from driving to work. This should include a virtual agent queue as well as access to pertinent account information. Agents will then be capable of keeping their regular schedules and continue to answer phones despite the disaster.
Call centers should also have agents in different locations, which will allow them to completely avoid the possibility of a natural disaster shutting down all of their operations. With agents dispersed in many locations, either around the country or around the globe, other geographical locations can pick up the extra call volume if one call center goes down.
Finally, call centers should implement a disaster recovery team that is well prepared and well-rehearsed in the steps that should be taken when a disaster strikes. This team should be in charge of communicating with the rest of the employees, including keeping them informed and ensuring they’re all playing their parts in keeping the call center running smoothly.
In the wake of a disaster, it’s important that the call center remains up and running, and when that’s impossible, that they’re operational again as soon as possible. By having a disaster recovery plan in place and rehearsing these plans with the team, call centers can feel sure that they won’t miss any calls.
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