A provider should locate call centers with disaster recovery/business continuity in mind, e.g., locations with low incidence of natural disasters or in metro areas for improved infrastructure robustness and labor access.
For many businesses, contact centers are the lifeline to connecting with customers, and as a result, contact centers are becoming mission critical to managing corporate brand and reputation. But what if something goes wrong? Companies need to be prepared for a wide variety of events — from natural disasters to infrastructure failure to personnel-initiated disasters — that could impact customer service.
Many businesses are beginning to partner with specialized contact centers to help them provide mission-critical customer service. In addition to the normal day-to-day workflow, outsourcing can help a business survive a natural disaster or business disruption as part of its business continuity planning.
From an IT management perspective, these services can prove essential when a disaster strikes. According to Gartner, IDC and Forrester, IT organizations stand to lose between $84,000 and $108,000 for every hour of IT systems downtime. Outsourced contact centers, therefore, become a lifeline to connecting customers to the organization in a seamless manner.
It is essential, however, to work with a provider that has robust, always evolving disaster recovery/business continuity plans in place that are tested on a regular basis. Telus International has compiled a list of what you should look for when considering a contact center outsourcing provider.
More Smartphones that Work for Business New smartphones for today's business user.
Eight Steps to Leveraging Social Networks in Your Job Search Eight steps to focus your online job search.
How to Effectively Manage Project Risks Effectively manage project risks by adopting a process that systematically deals with the overall problem of uncertain events and conditions.
An eWEEK Property
Copyright 2020 Quinstreet Inc. All Rights Reserved.
Advertiser Disclosure: Some of the products that appear on this site are from companies from which QuinStreet receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. QuinStreet does not include all companies or all types of products available in the marketplace.