Call center continuity planning

Description

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 Abstract: Shows how to plan for - and avoid - service interruptions through disasters large and small. This book covers how to deal with things from power outages to major hurricanes to unexpected peaks in inbound call volume that might threaten to swamp call-takers.  Read more... Content: ""Contents"" ""Introduction"" ""Part 1 Principles of Voice Recovery"" ""1 Planning Philosophy"" ""BUSINESS CONTINUITY"" ""HOW TO BUILD “A FIRE ENGINEâ€?"" ""NOTES"" ""2 Six Principles for Developing an Effective Plan"" ""Principle 1"" ""Principle 2"" ""Principle 3"" ""Principle 4"" ""Principle 5"" ""Principle 6"" ""3 Illusions of Recoverability"" ""Illusion 1"" ""Illusion 2"" ""Illusion 3"" ""4 Rationalizing Procrastination"" ""The Executive Will Not Support the Idea"" ""We Are Too Busy"" ""We Do Not Have the Budget for It"" ""We Do Not Know How"" ""Where Would We Begin?""""You Cannot Plan for Everything"" ""It Cannot Happen Here"" ""Part 2 Planning"" ""5 Plan Stages"" ""Preplan"" ""Planning"" ""6 Business Impact Analysis"" ""Senior Management Buy-In"" ""Identify Business Functions"" ""Risk Implications"" ""Business Impact Summary"" ""BIA Report"" ""7 Risk Analysis"" ""What Are The Risks?"" ""Finding the Risks"" ""Insurance Industry Input"" ""Risk Assessment Matrix"" ""Examples of Levels"" ""Risk Mitigation"" ""8 Recovery Team Selection"" ""Team Structure"" ""Incident Manager"" ""Department Managers"" ""Notes"" ""9 Plan Contents""""Mission Statement"" ""Planning Process Definition of Disaster"" ""Time Frames"" ""Team Responsibilities"" ""Contact Information"" ""Escalation Plan"" ""Critical Documentation"" ""Critical Functions Other Critical Tasks"" ""Critical Applications"" ""Call Volume Management Plan"" ""Recovery Site Inventory Backup/Recovery Process"" ""Implementation Plan"" ""Command Center"" ""10 Team Responsibilities"" ""Plan Update Requirements"" ""Predisaster Responsibilities"" ""Disaster Responsibilities"" ""Recall/Call Lists (Company Personnel)"" ""11 IS Department Recovery Planning""""What IS Does"" ""Disaster Recovery"" ""12 Disaster Implementation Tasks"" ""Whether to Declare a Disaster (or Not)"" ""Declaration of Disaster, Disaster Type"" ""Escalation Chart"" ""Disaster Checklists"" ""Life Preservation"" ""Disaster Plan Survivability"" ""13 Return to Normal Operations"" ""Cold Site"" ""Alternate Locations for Permanent/Temporary Relocation"" ""Restoration Procedures"" ""System Restoration"" ""LAN Restoration"" ""Call Volume Management Restoration"" ""14 Plan Maintenance Procedures"" ""Operational Changes"" ""Personnel Changes""""Hardware Changes"" ""Part 3 Call Volume Management"" ""15 Call Volume Management Issues"" ""External CVM Solutions"" ""Internal CVM Solutions"" ""16 ICH and RTMO"" ""Interim Call Handling"" ""Real-Time Minimum Overflow"" ""17 Other Uses for Your CVM Back-Up"" ""Managing Call Volumes to Reduce Rates of Abandoned Calls"" ""Adapting to Seasonal or Time-of-Day Peaks"" ""Supplementing the Existing Call Center"" ""18 Checklists"" ""Components of a Checklist"" ""Phases of a Crisis"" ""Types of Checklists"" ""Example Checklists"" ""Part 4 Testing""