A business continuity plan is not just about considering your business and it's employees, but it's customers too and this is even more important in the Contact Centre industry.
Ensuring that no matter what, customers are always provided with the best service possible is of paramount importance in the Call Centre industry. Many businesses will now have an invoked a BC/DR plan that includes remote working. Whilst for some businesses this will have been as simple as picking up their laptops, it's certainly a little more complex for the Contact Centres who have traditionally relied upon the office and its technology.
Disaster recovery (DR) may present short-term challenges to your business. While the challenges are similar in both your internal workforce and your customer-facing contact centre, the solutions and technology needs will be subtlety different.
Key Challenges Facing The Contact Centre
- Technology, compliance and processes challenges may be present if staff cannot work from their usual workplace.
- Agents with illness may be unable to work
- Can your contact centre manage contact volumes with a reduction in agents?
A contact centre Disaster Recovery solution needs to tick the following boxes:
- Can support remaining agents by providing virtual agents, smart call queuing and skills-based routing
- Browser-based to allow your agents to work remotely when necessary
- Cost-effective and scalable
Solutions that allow your team to communicate, meet and collaborate remotely also need to be considered as part of your BC/DR strategy. Collaboration platforms such as Microsoft Teams are ideal for this.
In fact collaboration solutions should for a key part of your BC/DR arsenal. Keeping large teams connected and communicating is essential to ensure customer service levels do not drop and that customers experience isn't compromised.
With platforms such as TeamsLink there is the ability to use Teams as a contact centre keeping all your communications, both internal and external in one place.