07 April 2015

How To Improve Your Call Center Disaster Recovery Plan

Hold on to your hats—this spring’s weather forecast is a tumultuous one.

“I think we’re going to have a lot more tornadoes for the spring season compared to the last couple of years, with it really picking up as we get into April and May in the more traditional areas down south,” AccuWeather.com lead long-range forecaster Paul Pastelok said.

In addition to tornadic activity, wildfire and storm severity is predicted to be on the upswing. All of this severe spring weather could spell trouble for your business if you don’t have call center disaster recovery plans. For call centers, plans for disaster recovery are imperative; with a reliable disaster recovery plan, your business data won’t be at risk because of severe weather. Without a reliable system, it could cost more than you’d imagine.

If you’re facing the possibility of tornadoes, hurricanes, or severe storms and you rely on phone lines to make sales or provide customer service, you need a backup plan.

What are your options when severe weather hits and your phones are down?

On one hand, you could just bunker down and hope for the best.
Even if you aren’t harmed, can you guarantee what will happen to your business in the midst of the storm—and afterward? Should your phone lines go out, your entire call volume could be affected, and you may not even know it. Depending on the severity of the damages, you could be facing outages that last hours, days, or even weeks—and in that time, you could lose hundreds, potentially even thousands, of calls, which could add up to thousands of dollars in the short-term. In the long-term future, the missed calls could have a lingering effect, especially if your customers call in to question your reputation or reliability and choose to do business with your competition instead.

Or, you can be prepared when severe weather strikes.
In a publication called Weathering The Storm: Building Business Resilience to Climate Change, the authors discuss several strategies businesses can use to create business continuity and disaster recovery plans. Here are three suggestions they offer:

  1. Assess vulnerabilities. Use your company’s existing business risk assessment activities or plans to identify how extreme weather events can affect your business.
  2. Manage risks and pursue opportunities. Prioritize your options and “integrate them into enterprise-wide risk management systems.”
  3. Assess and review. By incorporating the risks of physical impacts into ongoing risk management activities, companies can plan and prepare for business continuity so they are not caught off guard in the midst of severe weather.

Your phone system’s redundancy is one key component you must consider as you assess, review, and strategize your call center business recovery plans. With emergency re-point from Callcap, you’ll have the peace of mind that your business won’t lose customers just because of severe weather. With emergency re-point, you can quickly send calls to another site or even your mobile phone should your landline provider lose connectivity.

In the situation that your call volume is outpacing your available agents, emergency re-point percent allocation gives you the ability to move a percentage of your calls to one location while keeping what you can handle on-site. In seconds, you can forward all of your traffic to another number that’s far away from the severe weather threat you’re facing.

Make sure you’re prepared this storm season. A good plan for call center disaster recovery, along with emergency re-point from Callcap, will help you keep your phone lines open for business even when your physical location can’t be.

Give us a call or contact us today. We’ll go through the process step-by-step to determine how we can partner with you to protect your business.