Call Center Continuity Planning
A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes.
Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency?
What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available?
Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.
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Six Principles for Developing an Effective Plan
Illusions of Recoverability
Business Impact Analysis
Recovery Team Selection
ICH and RTMO
Other Uses for Your CVM Backup
Types of Testing
Test Backup Plans
Prove Network Connectivity
IS Department Recovery Planning
Disaster Implementation Tasks
Return to Normal Operations
Plan Maintenance Procedures
Basic Crisis Management
Other editions - View all
alternate application software assessment assisting call center backup building business continuity plan business impact analysis call center manager call types caller changes Chapter cold cold site communications company personnel crisis manager critical functions CSRs damage to call database declare a disaster disaster plan disaster recovery plan disruption emergency employees ensure equipment Escalation evacuation event EXHIBIT fire alarm hot site recovery hurricane Hurricane Andrew ice storm ICH facility incident manager interim call handling loss normal operations outage outsourcer overflow person planning team predictive dialer problems procedures public relations recover recovery team recovery time objective repair replacement response Restoration Return to normal risk analysis RTMO facility senior management service-level agreements simulated situation supervisor switching tasks team members Telco tornado update vendor wide-area disaster Yes Yes