Posted by December, 2 2019 8:29 pmon
Every year, the news is filled with winter weather tragedies. While serious issues like loss of life are not common as a result of snow and ice, the temporary closure of businesses is frequent. Major companies often see their facilities shut down in the wake of winter weather - and many people’s paychecks suffer a result.
Modern call centers utilize technology that is meant to withstand the problems that might compromise traditional telephony, such as VoIP (voice over internet protocol). But what happens when internet connections are hampered by inclement weather?
No matter what the changing seasons bring, your VoIP-reliant contact center must have a call center disaster recovery plan in place. Without one, you face the same problems other businesses do during inclement weather, power outages, and more, including lapses in customer service, reduced employee pay, and additional complications associated with getting machines and software back up and running.
Here are the facts you need for creating a workable call center disaster recovery plan - and implementing it in your center.
There are many problems that inclement weather can cause for your contact center. Because of the nature of the modern call center and its reliance on VoIP technology, the wind and precipitation common in winter can knock out or destroy important components. Whether you’re experiencing a power outage, broken or downed cables, service or system failure, or other issue related to the weather, some problems you may encounter as a result include:
These are all risks inherent to the contact center, but it doesn’t mean that they are without solutions.
How do you prevent or counteract the risks mentioned above? While you can’t stop the winter weather, you can plan for it with these backup options and risk remedies:
Of course, the most important backup option your center has will always be a comprehensive call center disaster recovery plan. By preparing for emergencies ahead of time, you can ensure that your team and your technology are ready when they occur.h4
For many VoIP providers and their contact center clients, cloud failover is already a priority. In the event of a failure or compromise to the VoIP system, the provider can manage calls over an alternative system until the primary system can be restored or replaced. However, not every contact center manager knows to check with their VoIP provider to ensure that these measures are in place.
Be sure to check with your provider to make sure that a failure won’t keep you from receiving calls. Failover ensures that even in the event of an outage or emergency, your center can continue receiving calls. Whether those calls are rerouted to another VoIP interface or to more traditional telephony methods during your recovery, ensuring that your center is still receiving necessary communications is key.
Wouldn’t it be great if you had an easy-to-use checklist for creating your call center disaster recovery plan? We thought so, too. Check out this list and use the points as a guide when creating your recovery plan:
With all of that information in mind, it shouldn’t be hard for your management team to create a workable call center disaster recovery plan. Simply remember to keep your facility’s unique challenges and needs in mind and address all risk factors when planning ahead. Also, remember to test your recovery plan periodically and make updates as necessary. A plan that doesn’t work in the moment of need is no effective plan at all!
For more information on creating and implementing your call center disaster recovery plan, contact the industry experts at ChaseData. We have the software and solutions your team needs to weather-proof your center so that you can continue to provide top-notch service every day of the year - no matter the season! For more information, give us a call today!