Overview

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes. Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency? What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available? Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.

Full Product Details

Author:   Jim Rowan ,  Sharon Rowan
Publisher:   Taylor & Francis Ltd
Imprint:   CRC Press
Weight:   1.211kg
ISBN:  

9780367455736

ISBN 10:   0367455730
Pages:   442
Publication Date:   26 November 2019
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand  
We will order this item for you from a manufactured on demand supplier.

Table of Contents

Introduction PART I: PRINCIPLES OF VOICE RECOVERY Planning Philosophy Six Principles for Developing an Effective Plan The Illusions of Recoverability Rationalizing Procrastination PART II: PLANNING Plan Stages Business Impact Analysis Risk Analysis Recovery Team Selection Plan Contents Team Responsibilities IS Department Recovery Planning Disaster Implementation Tasks Return to Normal Operations Plan Maintenance Procedures PART III: CALL VOLUME MANAGEMENT Call Volume Management Issues ICH and RTMO Other Uses for Your CVM Back-Up Checklists PART IV: TESTING Six Questions to Ask when Designing a Test Types of Testing Test Objectives PART V: CRISIS MANAGEMENT Crisis Leader, Internal Command and Control Basic Crisis Management Personnel Issues PART VI: CONCLUSION Continuity Planning for YOUR Call Center PART VII: APPENDICES

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