Disaster Recovery - A Crucial Aspect of Call Center Industry


Disaster is a very dangerous word in the dictionary of risk management. The big organizations that are flooded with manpower, IT infrastructure and data should be well aware of the disasters can appear without any prior warning. It can be a very complex process to cover-up the operations of a call center that manage the serious situations that is very much possible with natural disasters like earthquakes, cyclones, flood, lightning, fire, etc. and some technical or electrical outages and man-made catastrophes. The impacts can be very costly and can lead a serious threat to the businesses and the resources. To avoid these situations in the call center services, certain measures should be taken into serous justification.

Planning with communication is a very important step. A problem is never expected but is always better that a proper planning is important so as to discuss the pros and cons if any situation arises. The process starts with the drafting of the plan that can help recognize specific areas of your business and clients that need to be addressed in case of an emergency. Be sure to share your alternative plan with your managers and employees.

The most common forms of disasters in the call centers are power outages that are generally due to lightning and power interruptions. Therefore, to meet these deadlines, makes sure that your organization is equipped with all the modern technology and power back-up and keeps a regular eye on its efficiency. Train the workers and some of the management to operate when the primary support is absent.

Keeping track of the key components in your system is also equally important. As call center operate round the clock there is a probability that the systems can face certain technical faults due to overheating. Make the system spares/ critical telephony components (processor board, power supply, disk drives, T1, ISDN, or DID trunks, etc.) ready and a technician to assist this situation. It is also recommended that your firm should also keep a handy back-up system for key clients. Always ensure that the firm has satisfactory insurance to cover fire, water, or electrical problems that could terminate your system and operations.

Last but not the least the firms associated with call center outsourcing service needs to maintain a workforce in a remote location that can take care of the urgent tasks. This is also possible when you keep a third party ready to take care of your priorities. An insurance policy is certainly an important option to escape the emergency but in reality it can only bring back the practical losses. But the service would be badly interrupted if the above mentioned factors are not taken seriously.

Comments

Post a Comment

Popular posts from this blog

One and Only One World's Top Outsourcing Destination is India

Image
In Spite of backlash against outsourcing, India's low costs, skilled workforce and business environment make India as No.1 outsourcing destination across the world Undoubtedly, outsourcing services in India are really cost effective, premium quality, reduce operating costs, optimum time management and best resource utilization. Outsourcing your call center services to the highly qualified and well trained staff whoever take pride in their quality of work and service, leaves you free to concentrate more of the other resources to maximum benefit to your organizations. India continues to be the most preferred destination for companies looking to offshore their business including customer support, IT and back-office services, in spite of the backlash against outsourcing to the country. According to global management consultancy,business outsourcing with India also retains its low-cost advantage and is among the most financially attractive locations when viewed in com
Read more

Vcare Corporation: Recognizing Talents, Rewarding Performances with vAccolades Program

In its quest of delivering value for both the employees and clients, Vcare Corporation- a global leader in call center outsourcing rolls in new motivation programs. In this neck breaking competition where call center agents have to work in odd shifts, unbearable and strenuous pressures to achieve the targets, this reward and incentives based program named appropriately as \"Reward and Recognition\" is sure to bring accolades. For Vcare Corporation, employees are assets and serve as pillars and posts of the company. We value the fact that performance at work place is directly correlated to ability of motivation. We also understand that apart from the benefits we get from and provide our employees, we need to bring in an altruistic approach towards what they have been doing. Hence, our program of recognizing the talents and rewarding them for their initiatives and work. Celebrating the spirit of Vcare Team and appreciating the leadership, the vAccolades program is set to be ano
Read more

Why Skillful Agents Gain Over Naive and Fresher Ones?

If you are in training department of a call center, you may have experienced the dismay to see that yet one another batch falls short of expected category. Due to the always needed workforce, HR has to keep recruiting them and training department has to take them through to product level. From the pre-assessment to final training round, the hired group keep lagging behind and lacking the strongest part of being an agent- Skills. The newly recruited agents could be either naïve or have some attitude and personality problems that are not deemed as fit for Customer Support Executive job. After taking some calls, they realize that a calling job is much more than just answering on phone and resolving queries. Interactions with some furious customers make them nervous and furious. Frustrated they, leave their job in no time. This leads to increased costs and attrition in a call center and hampers the progress of project as well. At this point, training may not be the one to blame. The first
Read more