ABSTRACT

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 outag

part 1|1 pages

Principles of Voice Recovery

chapter 1|8 pages

Planning Philosophy

chapter 3|8 pages

Illusions of Recoverability

chapter 4|10 pages

Rationalizing Procrastination

part 2|1 pages

Planning

chapter 5|14 pages

Plan Stages

chapter 6|20 pages

Business Impact Analysis

chapter 7|12 pages

Risk Analysis

chapter 8|10 pages

Recovery Team Selection

chapter |26 pages

9 Plan Contents

chapter 10|7 pages

Team Responsibilities

chapter 11|6 pages

IS Department Recovery Planning

chapter 12|19 pages

Disaster Implementation Tasks

chapter 13|10 pages

Return to Normal Operations

chapter 14|9 pages

Plan Maintenance Procedures

part 3|1 pages

Call Volume Management

chapter 15|16 pages

Call Volume Management Issues

chapter 16|10 pages

ICH and RTMO

chapter 17|10 pages

Other Uses for Your CVM Back-Up

chapter 18|11 pages

Checklists

part 4|1 pages

Testing

chapter 19|13 pages

Six Questions to Ask When Designing a Test

chapter 20|14 pages

Types of Testing

chapter 21|22 pages

Test Objectives

part 5|1 pages

Crisis Management

chapter 23|8 pages

Basic Crisis Management

chapter 24|6 pages

Personnel Issues

part 6|1 pages

Conclusion

chapter 25|6 pages

Continuity Planning for Your Call Center

part 7|1 pages

Appendices