Ken Wisnefski, president of VendorSeek, asks, "Is your call center prepared for the worst?"
We spend a lot of time optimizing our businesses, devising plans to make them perform superbly, but not many of us play the pessimist. Recovering from catastrophe needs to be a top priority too.
Issues need to be addressed other than those relating to data processing and IT issues. A recovery plan needs to be put in place for partial, extreme, and complete system failures.
A Gartner Group study indicates that 40% of centers ultimately fail after an outage of more than a few days. In a comparable study done by the University of Minnesota, numbers showed only 6% of companies survived an outage of high magnitude.
A successful call center manager facilitates the best, and a part of that process is being prepared for the worst.
For further reading: hanging up on customers to improve your scores
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