Disaster Recovery

Introduction

You never know when a disaster will strike. Flood, fire, flu pandemic, civil unrest, terrorist action...could all have a serious impact on your business operations. NewVoiceMedia ContactWorld would allow you to switch into a disaster recovery mode in minutes.

At the most simple level, you can change messages to information announcements within a minute - our text-to-speech processor even means you don't have to hunt around for a microphone or voice artist! The call centre manager can then switch all calls from one site to another, or to switch individual agents to working at home using a mobile phone. Typically this would take less than 5 minutes if a backup call plan were already in place.

Immediately after the July 7th terrorist attack in London in 2005, one of our customers had re-routed all calls within the hour.

Click How Parcelforce recovered from disaster  for the case history

Flu pandemic

If a flu pandemic broke out, many people would not want to travel into an office where they would be likely to catch the disease. Many of your staff would be either ill themselves, looking after sick children or other family members - absenteeism would rocket. Furthermore it is estimated that it could take up to 15 weeks for pandemic to run its natural course. Could any business survive? Could yours take advantage of your competitors by switching everyone to working from home immediately an outbreak is noticed?

Click here for the case history

• Experts believe it will take 15 weeks in each town for a flu pandemic to run its course - and absenteeism will be rife.  Even in the case of fire, flood or civil disturbance you need to prepare for business continuity. ContactWorld is ideal.
• Allows calls to be delivered to existing Contact Centres during normal operation, but can switch to emergency mode in under a minute using web-based intervention.
• Automatically prioritises callers if there are not enough agents. Calls can even be prioritised based on IVR responses.
• Partial Teleworking allows business to continue while staff are in transit to remote DR site.
• Information line giving callers specific messages on what to do, where to go etc.
• Dial-in to reconfigure the call plan to execute a pre-prepared emergency call plan.
• ContactWorld is hosted at a number of geographical locations to provide a resilient service in its own right 

Benefits

• ContactWorld allows your staff to telework from any location where there is a phone  - home, office, PBX extension or even mobiles.
• Higher contact centre staff availability reduces call abandonment and keeps your business running normally.
• Hosted call centre service is resilient. In case of a catastrophic hosted site failure, calls can be diverted through another.
• An emergency call plan can be used to divert callers to another contact centre site, call plan or emergency message.
• Reduce the operational costs of the contact centre by allowing remote and homeworking
• Lower employee absentee rates.
• Can be used in conjunction with existing call centres
• No capital expenditure or additional hardware required