Every inbound Call Centre’s
worst nightmare is the loss of its telephone system – which
is even more important than the loss of the call
centre itself. In the modern world of 365 x 24 x
7 availability effectively requiring many call centres
to be manned twenty four hours a day, with Agents
ready to take a call from a customer whenever they
decide they want to call their Bank or book their
holiday, a call centre’s inability to answer
that call timeously can spell disaster for the reputation
of the operator.
GemaTech’s Business Continuity
Manager provides call centre operators, whether
they be in-house dedicated service centres handling
inbound calls from a company’s own customers,
or independent, outsourced call centres who handle
inbound customer calls on behalf of a number of
different businesses, with a comprehensive and
easy to use business continuity solution which
will enable the call centre to be backed up and
running in minutes rather than hours using other
more traditional methods of recovery.
If a call centre operator has
only a single call centre, and many do, accommodating
from anywhere between 20 and upwards of a 1000
Agents what possible solution can there be to restore “business
as usual” following a cut telephone cable(s)
as a result of road works, a failed PBX/ACD, or
a fire, flood or other outage which renders the
call centre unusable for any length of time.
The problem is certainly not solved
if a call centre operator has two or more call
centres, although the ability to continue to answer
some inbound calls may well lessen the overall
impact of the loss of one call centre. The simple
reason for this is that no commercial call centre
operates at 50% capacity enabling the second call
centre to absorb the call volumes from the failed
call centre. And even if the second (of two) or
several other call centres in a larger group could
adsorb some of the failed call centres calls for
a short period of time it is unlikely to be able
to cope for long as most, if not all call centres
operate at near capacity choosing to queue calls
at peak times – much to the chagrin of the
hapless call centre callers.
What is required is a solution
which recovers the failed call centre, in a timely
and efficient manner, whilst allowing any other
call centres with in the call centre operators
organisation to continue “business as usual” apart
from maybe taking a small number of “overflow
calls” from the failed call centre during “off
peak” periods.
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