They say that an ounce of prevention is worth a pound of cure. And it's probably cheaper too, according to Ken Wisnefski, president of VendorSeek. A realistic prevention plan will involve calculating the numbers needed to put the procedure into effect. Some areas may be more important or considered integral to the life of the business. Calculate the costs for each measure of prevention for all areas and decide if your budget can realistically meet the demands. There are instances where prevention costs more than recovery, but ideally, prevention is more sought after.
Money is always a factor for any business. Rank the risks, options, and preventive measures in order of importance.
One approach would be to think about the bare essentials necessary to run your call center. I used to joke that Worldcom's long distance phone network could run with only four people - four very competent people whom I got to know over seven years. You probably need more. But you may not need as much as you think. Our guest writer is correct that technical problems could bring down your call center faster than other problems. How much would a back-up plan cost you?
For further reading: Customer Expectation is a Difficult Way to Judge Calls
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