 Call Center Disaster Recovery
India
Why are call center continuity
services so important? Everyone understands the importance of customer
care in a competitive business environment. Outsourcing customer
support to India is a popular management practice today and the Indian
call center industry is booming. However, what would happen if you
were unable to reach your customers? What if your contact center was
inaccessible for a certain period of time due to unavoidable
circumstances? Call center disaster recovery is indispensable if one
wants to keep connected to customers at all times.
What is call center disaster
recovery?
Call center disaster recovery plans
can be based either on geography or operations. Geographical plans are
location based and can be at the site, state or country level.
For example if a company has a 100
seats managed by a call center then it can have a variety of disaster
recovery plans.
- Disaster Recovery at the Site
level - Along with the existing 100 seats there can be 50 other
seats in the same facility reserved for the company which cannot be
used for any other purpose
- Disaster Recovery at the State
Level - Additional reserved seats in the same city or state.
- Disaster Recovery at the
National Level - Additional reserved seats in a different state
or city.
Call center disaster recovery can also
be based on operations. This includes the maintenance of disaster
recovery centers.
Cold DR
- There can be two functioning centers which have extra furniture and
structured cabling. If a center in one of the cities closes down then
operations can be shifted to the functioning call center in the other
city. Computers cab be set up and the WAN link redirected. This could
take a few days.
Warm DR
- Along with furniture and cabling there are also computers setup. In
case of any emergency the necessary applications can be installed on
the computers and the WAN link redirected. This would take up to 24
hours.
Hot DR
- The costliest option, but also the most prepared choice. Here the
center is online and ready for agents to move in incase of an
emergency. For example if there are two functioning centers in
different cities with additional provisions to accommodate more if the
need may arise. So if one of the call centers has to close for a while
then the agents from here can be flown to the call center in the other
city where the traffic has been redirected.
What disaster recovery services are
offered by Indian call centers?
Indian call centers have established
business continuity sites in India and overseas through strategic
tie-ups with other centres to provide disaster recovery services. They
have ensured backups in their entire technological infrastructure,
from servers, processors, leased lines, and storage systems to fully
backed up UPS and generator systems.
These disaster recovery centers work
just like an actual functioning call center. Customers will not be
able to tell the difference.
Facilities include:
- computer systems,
- peripherals,
- network connectivity and
- communications equipment
These facilities along with the
expertise of the call center agents ensures that your business
recovers as quickly and efficiently as possible. Their services are
exemplary and can even exceed just recovery requirements.
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