Call Centre Business Continuity Planning in Action

We want to talk about something that went wrong. Our Oamaru site lost the connection to our telephony, which is securely housed in Auckland – a fairly serious situation for a call centre! The fault was traced to the local telephone exchange. Immediately, our Tauranga office stepped in to take over the clients’ calls – it was a seamless transition. For the sole client that is only handled in Oamaru, there was a short outage while we invoked our Business Continuity Plan. A short time later the calls were being professionally handled by our home-based operators. With planning comes peace of mind.

This simply highlights the importance of Business Continuity Planning. It’s about asking the question: what would we do if things go wrong. Issues occur and disasters happen – a professional call centre has a plan to cope with these events. At Pulse Business Solutions we’re lucky; we have two call centre, geographically separated. We share a telephony system that is housed in a purpose built data centre. In effect, we can access that telephony, securely, from anywhere in the world. That gives serious peace of mind to our customers.

And we don’t just think about what we might do when disaster strikes. We have a formal business continuity plan that documents all the steps we will take when a event occurs. This plan is communicated across our wider team and to our clients so they all know what happens if disaster strikes. Importantly, we regularly test our business continuity plan to make sure it all works seamlessly.