Jim Rowan's Call Center Continuity Planning PDF

By Jim Rowan

ISBN-10: 0849399823

ISBN-13: 9780849399824

A disruption on your name middle operation can conceivably rate you loads of hundreds of thousands of greenbacks. And a number of disruptions can rate within the thousands. name middle Continuity making plans indicates you the way to devise for - and stay away from - provider interruptions via mess ups huge and small. This e-book will provide help to care for every thing from strength outages to significant hurricanes. in case you use exterior name quantity administration (CVM) options equivalent to pre-established techniques for catastrophe name routing? Or, in the event you use inner strategies equivalent to making plans for a corporation chilly web site, digital name heart, or use of the surplus potential of your different name middle in the course of emergency?What approximately dealing with name volumes to deal with non-emergency seasonal or time of day peaks? are you able to use your name facilities minimal day-by-day overflow of calls as a gain instead of an issue? what's concerned with contracting to outsource name dealing with to a different name heart by way of effectiveness, services, know-how, and human assets - and what complex name processing innovations are available?Call heart Continuity making plans solutions these kind of questions and extra. It additionally offers certain details at the proposal of CVM, that treats the quantity of calls as a fluid, that may be channeled from one position to a different through computer-managed switching. Your name quantity administration approach acts like a chain of aqueducts to control the floodwaters of incoming calls earlier than your call-takers are swept away.

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The first storm hit the Maritimes and just touched Quebec, and the second storm hit Quebec and touched the Maritimes. The “lucky” people in New York and New England witnessed both of them. Power supply to home and business was cut off in Quebec because HydroQuebec did not have adequate disaster recovery or communication plans. Maine, however, was in better shape, because a company named Twenty First Century was handling the emergency communications of the utility. As a result, repair crews in Maine were able to discover the locations of the power outages and to restore power to the utility customers quicker.

We encourage you to read this book and then undergo the planning process. Part 2, “Planning” and Part 3, “Call Volume Management” will help you whether you have no continuity plan at all or are probing your present plan for weaknesses. Part 4, “Testing” will help you plug the holes in a plan once it has been written, and Part 5, “Crisis Management” will help to prepare you for going through a disaster and its aftermath. We wrote Chapter 4, which follows, for those who are, or work for superiors who are, doubtful about whether or not the whole procedure is necessary.

By that time, the hurricane warning had been rescinded. The storm had missed the original call center, which had been thought to be in its path. Management thought that since they had had such a hard time making the trip through the storm, they should continue with the dark site recovery. They commenced bringing the computers and telephony equipment into operation. In the end, it took another whole day to get the equipment online and capable of receiving calls. © 1998 by CRC Press LLC If the company could have switched calls to an overflow or assisting call center, management could probably have minimized the financial loss.

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Call Center Continuity Planning by Jim Rowan


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