| Businesses of all types need to understand the | | | | Interestingly, the companies that realized the |
| importance of disaster recovery solutions. Even | | | | value of disaster recovery solutions prior to the |
| call centers are at risk for down time and if a | | | | terrorism attack on the New York Trade |
| system for recovery is not in place, it could be | | | | Centers, those businesses were completely |
| the end of the business. Unforeseen events | | | | functional within less than one week. Any business |
| happen, whether man made or natural and when | | | | needs to have a number of plans in place and |
| they do, the entire business operation can be | | | | knowing the plan needed associated with disaster |
| disrupted. For every minute a call center's | | | | recovery solutions is by far one of the most |
| computer and phone systems are down, they are | | | | critical. Today, both inshore and offshore call |
| not only losing a lot of money but also potential | | | | centers are implementing plans that include more |
| patients/customers. | | | | seating space to handle overload such as: |
| Simply put, every call center should have a | | | | * Site Level Disaster Recovery Solutions - This |
| disaster recovery plan, which is a detailed plan on | | | | means additional seating within a facility was |
| how the different disaster recovery solutions | | | | increased by 50% should disaster strike |
| would be implemented in case of trouble. | | | | * State Level Disaster Solutions - More seats |
| Disasters can be the result of sabotage, break-in, | | | | were reserved within the same city or state of |
| cyber attack, utility outages, earthquake, flood, | | | | the call center |
| tornado, hurricane, fire, and even terrorism. These | | | | * National Level Solutions - Again, additional seats |
| are serious problems, which can bring an entire | | | | were reserved in a different city or stat |
| company down. | | | | Coming up with all the necessary disaster |
| One of the reasons disaster recovery solutions | | | | recovery solutions is complex, which is why |
| are so vital has to do with the amount of money | | | | companies hire professionals in the field to devise |
| being lost when systems and components are | | | | appropriate recovery plans. Not only do these |
| down. To a call center, an answering service | | | | plans focus on computer and phone systems, |
| company or any company for that matter, a | | | | they also look at insurance coverage, businesses |
| disaster could permanently cripple operations. For | | | | processes, backup and recovery for customer |
| instance, studies show for companies that have | | | | support, administration, documentation, |
| experienced a major loss of documents and | | | | information, essential equipment, and the premises. |
| records maintained on a computer system hit | | | | Protecting the call center is a primary focus and |
| with a disaster, only 43% of those companies | | | | understanding different disaster recovery solutions |
| ever reopened for business. | | | | so a plan can be developed is the key to success. |