Presentation on theme: "Business Continuance Disaster Recovery Planning Preparing for the Unexpected Presented by Team TELUS and David Chalk of Chalk Media Kevin to introduce."— Presentation transcript:
1 Business Continuance Disaster Recovery Planning Preparing for the Unexpected Presented by Team TELUS and David Chalk of Chalk MediaKevin to introduce himself and Dave during this slide.
2 Events that Require Business Continuance Solutions Natural DisastersIce Storms, Earthquakes, Heat Waves, Floods, HurricanesTornadoes, Avalanches, Pestilence, DroughtInfrastructure DisastersRegional Power LossWater Contamination or Water Main breaksGas Leaks, Traffic Grid breakdownsPeople-initiated DisastersTerrorism, SabotageOrganized Labor StrikesPublic HealthPandemic
3 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?The effects of events like these can be considerable. In today’s environment, most business processes have some type of IT or human component. Every minute that a vital component of your call centre business is off-line can mean lost revenue and damaged credibility. Very quickly, customers start developing alternative plans that may not include your company if your company isn’t available. Recovering from that lost business after a serious disruption can be a tough, and expensive task. More than ever, organizations, of all sizes need a comprehensive, tested business continuity and disaster recovery plan for their call centres.
4 Some recent examples…1998 Ice Storm in Eastern Canada – estimated 7 Million in damages and impacting over 250,000 CanadiansSummer 2006, Washington D.C., floods kept 280,000 workers homeNew York power outage lasted a week - 80,000 people and businesses were affectedToronto heat wave pushed electricity demand to record- setting levels in several regions, triggering brownouts, scattered outages – 50,000 people affected
5 And what about Customer Service… One bad interaction will decrease customer loyalty by 66% and be remembered for monthsGallup Group70% of customers switch to the competition due to service quality issuesForum Corporation95% of unhappy customers will buy again if their problem is handled quickly and to their satisfactionWhat is the impact if your business/contact centre are unreachable?This slide is to let customers know that they cannot afford to let their call centres slip in the event of a disaster!By 2009 around 33% of Call Centres will be using a hosted ACD as a Disaster Recovery PlanComputer World
6 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.
7 Developing a Business Continuity Plan Minimize Disruption of Mission Critical Functions within your call centre, create a plan for:AgentsCustomer ServiceRetaining customer dataIT/InfrastructureMinimize Financial and Operational ExposureEnhance Customer ConfidenceLet your customers know that you are ready for any disaster no matter how large or small.
8 Introducing CallCentreAnywhere™ Business Continuity
9 What is CallCentreAnywhere™? A hosted Call Centre platform that allows Call Centre Staff to manage customer callsfrom Anywhere at Anytime, on Demand!
10 CallCentreAnywhere™ Agents Anywhere Phone Home Office Small Office Branch OfficeMain OfficeFaxWebChat Call BackWhat does a multi channel – virtual world mean…It means being able to communicate with your customers no matter how they want, and to have the flexibility and capability to deliver on this need virtually anywhere, with consistency, control and accurately.SMSVideo
11 CallCentreAnywhere™ Monitoring Security PSTN NGN/Internet Integration Best PracticeAvailabilityBackupDRPScalabilitySurvivability
12 Managing ChangeCallCentreAnywhere 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.
13 Disaster Recovery: Switching to Remote Agents PSTNInternetXXBusiness ContinuanceCondition
14 Change ManagementHow 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 TELUSCallCentreAnywhere is pre-integrated, so changes or moves do not require systems integrationCallCentreAnywhere 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 autonomyTELUS stores and maintains the integrity of call center call flow logic, agent definitions and project definitions in network where these processes are safe and secureHostname / Agent Phone Mapping makes it easy to pre-define the host computers they log in to and the phones that they use. This is a “traveling profile” for each agent and supervisorSupervisors can whisper coach, join and listen to any call from anywhere, even in exigent circumstances.Alternate Workgroups and Overflow Workgroups can be defined ahead of time so CallCentreAnywhere can flow calls from one place to another seamlessly in case there is a disaster.Complete “standby” call centres can be created ahead of time and instantly spring into action if needed
15 How Does it Work as a DRP Solution? What do you need?All your agents need is a telephone, PC, and access to the InternetHow 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.
16 Why do you need this for your business continuity plan? Customer FocusAffordability (opex)Speed to deployReliabilityControlProductivityFlexibilityDeliver Competitive AdvantageDrive Risk and Cost from business continuance while enabling Growth and Profitability
17 Case Study 50 agent logins Disaster recovery requirements to ensure inbound and outbound calls can be placedCost 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.