April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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3.8 Disaster and contingency planning in call centers 119
Chapter 3
3.8 Disaster and contingency planning in call centers
An important aspect of managing a corporate facility—one that includes
resources, equipment, and people—is disaster and contingency planning.
There are several reasons why a disaster and contingency plan should be put
in place by every call center operation, and should be rehearsed, like a fire
drill, periodically. Not the least of these reasons is maintaining call center
services in the face of natural or human disasters. Many problems or con-
tingencies can arise that result in a call center being shut down and cus-
tomer communication ...
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