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Business ContinuanceDisaster Recovery Planning
Preparing for the Unexpected
Presented by Team TELUS and David Chalk of Chalk Media
Business. Backed by TELUS.
Events that Require Business Continuance Solutions
Natural Disasters– Ice Storms, Earthquakes, Heat Waves, Floods, Hurricanes
– Tornadoes, Avalanches, Pestilence, Drought
Infrastructure Disasters– Regional Power Loss
– Water Contamination or Water Main breaks
– Gas Leaks, Traffic Grid breakdowns
People-initiated Disasters– Terrorism, Sabotage
– Organized Labor Strikes
Public Health– Pandemic
Business. Backed by TELUS.
What would happen if… A pipe burst and your office was completely flooded?
– Replace technology and rebuild, how much time is needed? What is the impact to the business?
A fire in your electrical cabinet gutted your offices?– Recovery? Time, cost, how long are customers left in the balance?
A severe storm knocked out power to your call centre?– Recovery estimated at 24 hours, what does it cost the business?
There was a flu pandemic?– You can’t go to the office for weeks/months – what is the impact?
Business. Backed by TELUS.
Some recent examples…
1998 Ice Storm in Eastern Canada – estimated 7 Million in damages and impacting over 250,000 Canadians
Summer 2006, Washington D.C., floods kept 280,000 workers home
New York power outage lasted a week - 80,000 people and businesses were affected
Toronto heat wave pushed electricity demand to record- setting levels in several regions, triggering brownouts, scattered outages – 50,000 people affected
Business. Backed by TELUS.
And what about Customer Service…
One bad interaction will decrease customer loyalty by 66% and be remembered for 12-14 months
– Gallup Group
70% of customers switch to the competition due to service quality issues
– Forum Corporation
95% of unhappy customers will buy again if their problem is handled quickly and to their satisfaction
What is the impact if your business/contact centre are unreachable?
Business. Backed by TELUS.
Would you ever think about not having Home Insurance?
Think of business continuance as insurance for your call centre…
You pay approximately 3-5% of the total cost of your mortgage for your house insurance.
Wouldn’t it be worth it to pay 3-5% of the total cost of your call centre solution to have the piece of mind that you have a back up plan in the event of a disaster.
Business. Backed by TELUS.
Developing a Business Continuity Plan
Minimize Disruption of Mission Critical Functions within your call centre, create a plan for:
– Agents
– Customer Service
– Retaining customer data
– IT/Infrastructure
Minimize Financial and Operational Exposure Enhance Customer Confidence
– Let your customers know that you are ready for any disaster no matter how large or small.
Introducing
CallCentreAnywhere™ Business Continuity
Business. Backed by TELUS.
What is CallCentreAnywhere™?
A hosted Call Centre platform that allows Call Centre
Staff to manage customer calls
from Anywhere at Anytime, on Demand!
Business. Backed by TELUS.
CallCentreAnywhere
CallCentreAnywhere™
Agent Office/Locations
Work at HomeAgent ResourcesPhone
Fax
Web
Chat Call
Back
Video Agent Office/Locations
Work at HomeAgent Resources
`
Internet
Phone
Walk-in Over the Counter
Mobile SMS
Agents Anywhere
HomeOffice
SmallOffice
BranchOffice
MainOffice
Business. Backed by TELUS.
CallCentreAnywhere™
Monitoring
Security
PSTN
NGN/Internet
Integration
Best Practice
Availability
Backup
DRP
Scalability Survivability
Business. Backed by TELUS.
Managing Change
CallCentreAnywhere does not require systems integration, so all moves adds and changes can be done on-they-fly.
Locations do no matter. Your workforce can be anywhere. Centralized control does not mean a centralized call center.
You can “virtualize” if you want to – or let each separate centre work with complete autonomy.
The TELUS network scales dynamically. No worries for any subscriber in terms of ordering call centre hardware and software.
Administration Manager lets you create entire call centers ahead of time. Cutover is a snap. Just have phones and PCs with internet access. The rest is easy.
Service Creation is fast with CallCentreAnywhere. You can react to new campaigns or entire call centres within hours.
Business. Backed by TELUS.
CallCentreAnywhere
Disaster Recovery: Switching to Remote Agents
XBusiness
ContinuanceCondition
XPSTN
Internet
Business. Backed by TELUS.
Change Management
How quickly are you able to adapt to changes based on all of the systems and software you are now using in your call centre?
How flexible is your workforce? Are they prepared to work at a different location or from home in a “pinch”?
What plans have you set up to grow from one centre to multiple ones or to add centres?
How are you managing multiple sites?
Business: Backed by TELUS CallCentreAnywhere is pre-
integrated, so changes or moves do not require systems integration
CallCentreAnywhere adapts to your workforce no matter how many locations are required.
TELUS can set up CallCentreAnywhere so many locations look like one, or so each one has its own autonomy
Business. Backed by TELUS.
How Does it Work as a DRP Solution?
What do you need? All your agents need is a telephone, PC, and access to the
Internet
How is it priced? There are 2 components to the pricing. You pay for the stored
agent license and a deployment fee. A simple and affordable insurance policy.
How quickly can my Business Continuity plan be deployed? Immediately! Just activate your Preconfigured Stored Business
Continuity plan by rerouting your toll free numbers to the TELUS CallCenterAnywhere™ platform.
Business. Backed by TELUS.
Why do you need this for your business continuity plan?
Customer Focus Affordability (opex) Speed to deploy Reliability Control Productivity Flexibility Deliver Competitive Advantage
Drive Risk and Cost from businesscontinuance while enabling Growth and Profitability
Business. Backed by TELUS.
Case Study
50 agent logins
Disaster recovery requirements
to ensure inbound and outbound calls can
be placed Cost Benefit:
– Cost of deploying their Business Continuity Plan at anytime is 6% of their existing call centre agent license cost.
Most important: Back-up system readily available to manage large influx of calls with zero set up time.
Questions?
www.telus.com/callcentreanywhere
or call 1-877-288-2810 Now!
