Disaster Recovery and the Contact Centre: A Cost or Benefit?

Disaster Recovery: excessive cost or inherent necessity?

Since the most important operation within a call centre is communication with customers, the loss of its inbound telephone calls is surely every inbound call centre’s worst nightmare. So how do you protect yourself from this scenario: is it an additional cost to your solution, or an inherent part of the solution you purchase? 

 

With Software-as-a-Service (SaaS) or hosted call centre solutions, the inherent solution enables you to quickly turn on or increase capacity without the physical and operational constraints associated with premise-based solutions. When you need a backup call centre to insure against a major disaster or technology failure, the hosted solution allows your agents to establish operations in another part of the building, or relocate to another site. Hosted solutions bring the ability to spread your call centre over multiple sites, so if one site goes down the others aren't affected, and you can easily increase agent numbers to compensate.

Maintaining a backup or overflow call centre is an expensive proposition. With redundant hardware and physical locations, your capital costs can soar, often more than doubling the expense of running a single call centre operation. By leveraging the concept of hosted call centre solutions, you can save on these costs without compromising on your contact centre’s availability at critical times.

- Silvio Marusic