Call Center Continuity Planning: 1st Edition (Paperback) book cover

Call Center Continuity Planning

1st Edition

By Jim Rowan, Sharon Rowan

Auerbach Publications

444 pages

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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 outages to major hurricanes.

Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency?

What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available?

Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.

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

About the Authors

Jim Rowan and Sharon Rowan Voice Recoven Services

Subject Categories

BISAC Subject Codes/Headings:
BUS087000
BUSINESS & ECONOMICS / Production & Operations Management
BUS093000
BUSINESS & ECONOMICS / Facility Management
COM032000
COMPUTERS / Information Technology
COM053000
COMPUTERS / Security / General