New PDF release: Call Center Continuity Planning

By Jim Rowan

ISBN-10: 0849399823

ISBN-13: 9780849399824

A disruption on your name heart operation can conceivably fee you masses of millions of bucks. And a number of disruptions can rate within the hundreds of thousands. name middle Continuity making plans indicates you ways to devise for - and keep away from - provider interruptions via failures huge and small. This e-book will allow you to take care of every little thing from energy outages to significant hurricanes. when you use exterior name quantity administration (CVM) strategies equivalent to pre-established tactics for catastrophe name routing? Or, if you happen to use inner ideas similar to making plans for a corporation chilly website, digital name heart, or use of the surplus capability of your different name heart in the course of emergency?What approximately coping 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 profit instead of an issue? what's serious about contracting to outsource name dealing with to a different name middle by way of effectiveness, services, know-how, and human assets - and what complicated name processing strategies are available?Call heart Continuity making plans solutions these types of questions and extra. It additionally presents distinctive info at the notion 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 method acts like a chain of aqueducts to regulate the floodwaters of incoming calls ahead of your call-takers are swept away.

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Surely a better use could be found for the energy of that company of the creative employees. A better use could be found for the assets of that company. ” Fortunately for those unsure of where to begin, this book itself will describe the process of call center continuity planning. Step One is the business impact analysis (BIA) we describe in detail in Chapter 6. Following this procedure will enable you to determine where your company is most vulnerable to disruption. Where are its revenues most at risk?

2. ” 3. ” 4. ” 5. ” 6. ” 7. ” Various people explaining why they did not plan gave these rationalizations to us. These seven dismal excuses could be etched on the tombstones of the companies they cited. They would make fitting epitaphs, poignant words memorialized to be read by those who come afterward. We think it is better to be a survivor. © 1998 by CRC Press LLC Part 2 Planning T his section discusses business impact analysis, risk analysis, planning stages, team selection, and plan contents, such as critical documentation, inventories, and procedures.

This is because of the significant commitment that needs to be made to get the plan operational. In the discussion of business impact analysis (Chapter 6), we recommend that you start with a business impact analysis and a risk analysis. © 1998 by CRC Press LLC Support from Highest Level Is Essential. Once you have completed both the business impact analysis and the risk analysis, you then try to “sell” to management to get the necessary commitment from it for the plan. Embarking on the continuity-planning process will be costly in terms of a serious dollar and time commitment.

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Call Center Continuity Planning by Jim Rowan

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