Building a business continuity plan: A checklist for call centers

As a competitive global brand, your goal is to provide 24/7, uninterrupted customer service. A lot of unforeseen events, however, can get in your way.

Whether it’s a natural calamity such as an earthquake or a massive cyber attack on your IT system, unanticipated disasters like these can disrupt your contact center’s daily operations. That’s why before you ink the deal with a prospective bilingual call center, you must check whether they have a robust business continuity plan in place.

When evaluating a provider’s disaster recovery plan, make sure that they’re implementing a specific scheme for dealing with unwanted disruptions. Refer to this checklist to identify whether your prospect can truly cope with all types of business hurdles.


1.     A detailed action plan

man standing in front of wall of graphs and charts

Business continuity strategies must be integrated in a contact center’s day-to-day processes, and organizations can’t do this if the plans they’ve crafted are vague. Well-made schemes are comprehensive and highly actionable, and the same goes for business continuity. Here, there’s no room for ambiguity, since so much is at stake if contact centers fail to bounce back to their normal state after a disaster.

Brands that are outsourcing to an external provider, however, must see to it that their contact center’s business continuity plan are:

•     extremely detailed,
•     specific, and
•     comprehensive and all-encompassing.

The implementation of this plan is another matter altogether, which leads us to the next item.


2.     A disaster-preparedness team

miniature figures business executives at toppling dominoes

We have this mentality that within an organization, every employee is responsible for disaster recovery. Although it’s true, your business continuity plan—no matter how comprehensive—will crumble if nobody takes charge of the project.

The ideal thing for call center owners to do is to assign a handful of people to lead the planning, implementation, and evaluation stages. They must see to it that all instructions and preparations are being carried out well by all departments within the contact center. This way, you can rest assured that when the worst-case scenario takes place, your customer service provider can still function well.


3.     Data backup and IT infrastructure

computer tower cpu surrounded by laptops

Customer data and tech tools act as the lifeline of a contact center. Without these resources, they won’t be able to operate at all. Therefore, for a bilingual call center, an effective course of action is to have a data backup system in place.

Some businesses choose to have their backups hosted locally within their own data centers, which makes data retrieval fast and simple. This enables operations to immediately resume right after recovering from a disaster. Most large firms, on the other hand, set up a system that saves their data on the cloud, duplicated and stored across multiple data centers in different locations. Although this strategy can be a bit costly, contact centers will be losing a priceless asset if they let their data go to waste.


4.     A work-from home setup for employees

call center agent laptop working at home kitchen

When natural disasters such as typhoons or earthquakes hit, call center data isn’t the only thing in danger. Their equipment, facilities, and office may also be affected. In such cases, it may be impossible for employees to operate from there. While ensuring agents’ safety must be the first priority, it’s important for outsourcing companies to run a work-from-home setup so they can continue their operations. For this, check whether your bilingual call center employs freelancers or provides a remote working option for their in-house agents.



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