Business Continuity: A Year-Round Responsibility for Contact Centers

Spring is right around the corner, which means businesses in many areas of the country have a new threat to worry about: Unpredictable late winter storms.

A recent Farmer’s Almanac predicted this will be a long winter, with several storms arising late in the season. Late winter storms and blizzards can bring ice, snow and howling winds — and bring unprepared businesses to a communications standstill.

It’s important to remember that business continuity is a year-round responsibility that no organization can ignore. This is especially true in our current ultra-connected business landscape, where just a few minutes of network downtime can have a devastating impact on a company’s bottom line. Businesses must take advanced measures to ensure that they have the infrastructure and support in place to maintain operations throughout a variety of scenarios.

Contact centers are no different. In fact, contact centers are one of the most vulnerable areas for downtime as they are responsible for supporting a range of critical customer-facing functions. When a contact center goes down, a business can lose its phone support as well as email, customer data and more. This can lead to heavy revenue loss, and it can also anger customers and cause them to seek out competitors.

For this reason, it’s critical for contact centers to distribute their contact center infrastructure in order to mitigate downtime. Picture a business in Chicago. If a major storm rolls into the area, impacting snow, that business could lose connectivity for an extended period of time. But if the organization is using a contact center in another part of the country, communications would remain unaffected.

When you think of outsourcing, don’t just think of saving money and increasing efficiency. You are also improving your company’s security in the process. Outsourcing your contact center to a third party solutions provider will enable you to transfer all critical processes offsite.

This will also help your IT team, which is most likely working overtime to ensure the operational stability of several departments at once. By outsourcing one department, you will give them more time to devote to higher-level tasks like digital transformation.

Just remember when outsourcing to assess your vendor’s disaster preparedness. You don’t want to rely on an organization that cannot ensure its own business continuity. If possible, arrange an onsite visit and ask to see their facility. Ask questions about things like failover, flood and fire protection for data center infrastructure and of course cybersecurity. Don’t leave anything to chance during this process. Before you sign anything, scour your service level agreement and look at the fine print — and don’t agree unless you are completely comfortable. After all, you will be trusting the vendor to manage a major part of your business.