| Any type of call center should make disaster | | | | plan of action for everything affected. For |
| recovery planning an important part of the | | | | instance, backup considerations would include |
| business. Before the doors are even open for | | | | detailed guidelines for choosing and using the best |
| business, this type of plan should be developed. | | | | backup strategy for the call center, as well as |
| Initially, trying to develop such a plan for call | | | | systems and other components of the operation. |
| centers, especially those that use the automatic | | | | Take fire as an example. With disaster recovery |
| call distribution system proved a serious challenge | | | | planning, a process would help determine the best |
| but with hard work and brainstorming, new ideas | | | | type of fire suppression system, the areas of the |
| were discussed and plans developed. | | | | call center where the system would installed and |
| Any call center without a disaster recovery | | | | even protocols for preventing fire in the first |
| planning system in place should have one | | | | place. |
| implemented immediately. To begin, professionals | | | | Disaster recovery planning would also involve loss |
| who create such plans would come in and do an | | | | of power. Obviously, the building itself but more |
| assessment so procedures could be outlined. From | | | | importantly, the computer systems must have |
| there, general responsibilities would be summarized | | | | some type of redundancy in place so if power |
| to help determine the different actions required | | | | were lost, there would be no downtime. Vital |
| for monitoring recovery plans, making | | | | records, recorded phone conversations, and other |
| modifications, getting approvals, and then | | | | documentation would need to be stored in a |
| overseeing operations. | | | | secure method and then be retrievable quickly in |
| With disaster recovery planning, specific individuals | | | | case of disaster. |
| and a director would be assigned. These people | | | | A call center would also need physical and logical |
| would each have specific tasks for getting | | | | security measures in place for disaster recovery |
| operations within the call center back up and | | | | planning. This means having someone on-site, 24 |
| running should a disaster occur. The professional | | | | hours a day to monitor and control the comings |
| would also help determine the amount of time | | | | and goings of visitors but also security for |
| required for recovery and ultimately, create a | | | | computer systems, documentation, and so on. |
| master plan that would be taught and then used | | | | Disaster recovery planning is serious business and |
| by the appropriate people within the organization. | | | | something that a professional should handle. This |
| Some of the specifics associated with disaster | | | | way, nothing is missed and the call center is fully |
| recovery planning and call centers is to have a | | | | protected. |