How to recover from call center outsourcing disasters

How to recover from call center outsourcing disasters

OABPO Blog Team Published on November 5, 2013Last updated on January 4, 2021

Business problems are inevitable and, in fact, a part of running a company.

Like every industry, the call center outsourcing field has its fair share of technical mishaps and natural disasters. It pays to know what hurdles your call center might face so that you can prepare for them and eventually recover from the losses they might cause.

businessmen difficulty holding red umbrellas blown by wind

In a call center, customers are included in the losses made by technical disasters and unexpected events. In case of power outages or network disruptions, callers might have a hard time contacting the customer care hotlines or fail to reach support representatives.

If the call center’s call management software acts up or if essential customer information is lost, representatives might not be able to process requests or solve issues. And if staffing is running low, there might not be enough people ready to answer calls.

Given these unfortunate circumstances, it’s crucial for call center outsourcing companies to have a disaster recovery plan and mitigate any possible damages.

Include the following in your disaster preparedness and recovery checklist:

IT manager inspecting servers
  • Conduct regular maintenance checks of equipment and facilities
  • Have an energy backup system
  • Have phone units, computer peripherals, and other necessary electronics
  • Regularly update and back up system software, database, and other system elements
  • Ensure that the contact list of representatives, emergency personnel, and service providers is updated
  • Know how to reconfigure systems and internal processes to support telecommuting workers
  • Educate teams on how to anticipate potential problems and who to notify in case they come about

Road to recovery

After a mishap, these are the ideal steps to take in order to aid the recovery of your call center outsourcing operations:

  • Assess the gravity of the damage to know what recovery methods to use and how long they would have to be implemented until repairs have been completed and all functionalities have been restored.
    IT team in data security meeting

    Here, you’ll need to find out how many people or which locations and tasks were affected. Is the backup equipment enough for the affected staff? If only one team is impeded, see if other teams can temporarily take the pending calls.

  • Identify equipment, systems, and components that need restoration or replacement if needed. Test if all phones, headsets, and computers are working properly. Check if any software needs to be reinstalled.
  • Anticipate future obstacles. Document possible causes and other critical details of the recent problem to know the possibility and frequency of it happening again. This will help you determine if there are items you need to add to your repair and maintenance checklists and which methods would work best next time.

Although having a recovery plan is advisable, anticipating and preventing probable disasters still gives a greater guarantee of keeping your call center running, so always check the condition of your whole office and staff.

Open Access BPO is here to help you with crucial business needs, whether you’re looking for a primary outsourcing or backup call center partner. Learn more about our crisis response and business resiliency measures which help businesses run 24/7. Contact us today!

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
"As we chart new waters in these uncertain times, it’s great to join a stalwart organization like CCAP. This organization has been a champion for the industry and a valuable network in the #BPO and KPO community here in the Philippines.”
- Ben Davidowitz, CEO of Open Access BPO

Read the latest news about Open Access BPO at https://buff.ly/3xJOc9A

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
How do you know your data is safe when outsourcing?

See how seasoned Philippine call centers maintain #DataSecurity using these best practices: https://buff.ly/3gS4E0C

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
CCAP is a non-profit association made up of the top call centers in the Philippines.

As its newest member, Open Access BPO is looking forward to helping the local #BPO industry advance in the global scene.

Read more: https://buff.ly/3wOs1yW

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO6 days ago
Don't let unmoderated user-generated content harm your brand's reputation.

See how #PhotoModeration can help your brand maintain quality and order in your online community: https://buff.ly/3cQAxoR

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
Open Access BPO is honored to be the newest member of the Contact Center Association of the Philippines - CCAP.

We support the organization's initiatives to drive industry innovation and elevate service quality among Philippine-based contact centers.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
"We look forward to working with the Contact Center Association of the Philippines - CCAP and other players in the local sector to champion the Filipino contact center industry in the international arena." - Joy Sebastian, Open Access BPO's Global Vice President

View the full story: https://buff.ly/2TykIwo

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!