Call Center Continuity Planning

by Jim Rowan

Overview

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outag

Product Details

ISBN-13:	9780429525179
Publisher:	CRC Press
Publication date:	04/23/2019
Sold by:	Barnes & Noble
Format:	eBook
Pages:	442
File size:	8 MB

About the Author

Jim Rowan and Sharon Rowan Voice Recoven Services

Table of Contents

Introduction
PART I: PRINCIPLES OF VOICE RECOVERY
Planning Philosophy
Six Principles for Developing an Effective Plan The Illusions of Recoverability
Rationalizing Procrastination
PART II: PLANNING
Plan Stages
Business Impact Analysis
Risk Analysis
Recovery Team Selection
Plan Contents
Team Responsibilities
IS Department Recovery Planning
Disaster Implementation Tasks
Return to Normal Operations
Plan Maintenance Procedures
PART III: CALL VOLUME MANAGEMENT
Call Volume Management Issues
ICH and RTMO
Other Uses for Your CVM Back-Up
Checklists
PART IV: TESTING
Six Questions to Ask when Designing a Test Types of Testing
Test Objectives
PART V: CRISIS MANAGEMENT
Crisis Leader, Internal Command and Control Basic Crisis Management
Personnel Issues
PART VI: CONCLUSION
Continuity Planning for YOUR Call Center
PART VII: APPENDICES