Call centres 'need disaster recovery plans'
27/08/2008
Call centres are being urged to make sure they have disaster recovery plans in place to protect their business in the event of a natural or man-made crisis.
Writing for Inside CRM, Richard Cook says contact centres need to consider the impact of smaller emergencies, not just large scale disasters such as floods and fires.
"A drunk driver who rams the pole at the end of your street and takes out your phone and power lines will still prevent you from serving customers," he explains.
Offering some disaster recovery tips, he says call centres should have plans in place which cover all the potential challenges the company could face.
They should then hold disaster recovery drills to make sure these plans work and are understood by all staff members.
And they should also review their continuity strategies regularly to make sure they are kept up to date, as business threats can evolve.
Research by Symantec shows that increasing numbers of businesses are reviewing their disaster recovery plans as more applications and data are moved online, CNN reports.
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