The Ultimate Guide to Disaster Recovery for Call Center Services

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The emerging technologies are creating smooth belvedere for the organizations progressing with leap and bounds, straight to the steps of success. The domain like logistics, technical and call center services are the prime aspects for any customer-centric organization.

Today, most of the organization has moved forward with technical implementations like Cloud in their web-shells. The organizations call for outstanding support from the team of professionals, expertise in their respective domain.

But, the experience and expertise can drain to waste in the hour of turmoil, if not managed well. Let’s read more …

Disaster Recovery– The Model for Business Continuity:

‘Nothing Comes Perfect’, the staunch seems to be true in the heavy-loaded digital aeon. The disruptions like a natural disaster, data loss, downtime and intervention of malicious sources may lead to the scenes of casualty.

The call center services, around the globe, has turned out to be a subset of cloud-based customer support system. The cloud inhibits several factors that can lead to security on the verge of disaster.

However, the organizations are adopting the business model with the view for constant growth via the acceptance of a disaster recovery plan.

Possible Disasters That Can Affect Call Center Services:

The organizations are coming up with various plans and proposed notions, to protect their call center services with unforeseen interruptions.

Before you decide to move forward with the plan of adopting business continuity, it lies at utmost importance to identify the possible cause for disruptions and then choose the plan accordingly.

The threat or disaster can be considered as a risk, if you identify any, in the business processing;

  • Network Outrage
  • Natural Calamities
  • Theft
  • Internet Downtime
  • Interference of Malicious Resources

Disaster Recovery Plan for Call Center Services– Now or Never!

Once, the organization identify the possible cause of disaster in the services. One can move with the adoption of an informative step.

The deflation in the number of calls, misaligning of customer’s data, disruptions are few general causes, that is blocked with the implementation of a recovery plan in the business strategy.

The development of continuity or recovery plan is surpassed through five dedicated steps for the final processing.

Step 1– Identifying the Risk to Call Center:

The maiden step lies with analyzing the risk factors pertaining to the subsequential growth of the call center. As the call center is termed for providing effortless solutions to the customer. Thus, the call center with a clear backdrop and loopholes lies at utmost importance.

So, it prominent to understand the factor affecting the proficiency of the call center and its offered list of dedicated services. Once, the problem is detected, the solution in well-crafted form is available at your desk.

Step 2– Streamlined Outline of Solution:

This step is considered as one of the prominent steps, in the directory of disaster recovery. The organization should employ the team for offering the solutions in the case of spotting the disaster like solution.

The solution should be well-equipped with data backup facilities, secondary remote data site, associated software and application, along with data replications.

Step 3– Precautionary Implementation:

This step deals with the execution of the designed solution in the fabricated domain of call center, in order to forbid the cases of data loss or disaster pertaining to the offered customer service.

The implementation of design should follow all factors, responsible for propagating the structure of call center services.

Step 4– Testing of Outline at an Organizational Level:

The testing of the fabricated solution should satisfy the report of the disaster recovery plan. Apart from the acceptance of the plan, the analysis and testing should be conducted at the regular span of the time period, either half-yearly or quarterly.

The testing of design or solution helps in guarding the credibility for current cases of services, offered by the organization.

If the solution fails to act as robust at any of the steps, it may call to overlook the disaster recovery plan, right from the beginning.

Step 5– Regulated Maintenance:

Once, the organization completes the steps for creating the robust solution, the timely maintenance is must, in order to ensure the smooth processing of call center’s associated software and customer records with negligible cases of downtime.

Levels of Call Center Disaster Recovery Services:

The automated technology has exceeded its feet, all over the possible areas of business for an organization. The organization has outreached its services across the globe, ranging from worksite to any point of geographical location.

Same is the disaster in an organization that can occur at any organizational level, worsening the impact of the organization’s facility such as the call center.

Following are listed level, at which the disaster can be viewed, dramatically;

· Worksite Level Disaster Recovery Services:

The site-level disaster recovery services are the provision of adding additional seats, more than the requirement within the infrastructure of a worksite, also barring it from the use of other chores.

· State Level Disaster Recovery Services:

The organization marking its presence on the provincial level aims to deliver the services at the state level. The organization should develop the disaster recovery plan in such a manner to facilitate the mass, even in the hour of downtime.

The number of seats should be in addition to count in the boundary of the same city or state.

· National Level Disaster Recovery Services:

When the organization is stepping to the steps of progress. It may have employed a huge set of advanced services, which may face the downtime due to many likely possible causes.

Therefore, the organization must follow up with the structure of recovery services offering the additional number of seats in different cities and state.

· Cold Disaster Recovery Services:

The recovery service offers the availability of secondary functioning center. When the organization faces the wrath of disaster, the recovery can be managed with setting up of connection via WAN redirect in another city.

· Warm Disaster Recovery Services:

It is one of the believed method, used for offering recovery services along with a furnished set of computers, furniture and cables. The services are served over the WAN network.

· Hot Disaster Recovery Services:

It is one of the best-considered choices for being prepared for the cases of disaster, likely to occur. The hot disaster recovery service is the costliest yet reliable method among all services.

It includes an online ready center to progress with abrupt less service for the ready-to-move facility in the time of emergency. Also, it supports the swift processing of call center services along the all geographical location.

In Conclusion:

The organizations dealing with the functionality of the call center in their business should be ready to involve a major set of challenges, whenever required.

The team should be well- equipped with a solution to face the situations of downtime, network failure and mass downfall, with an effective solution via prepared disaster recovery services.


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