A Solid Disaster Recovery Plan for Tech Support
July 24, 2014
July 24, 2014
Disaster recovery and business continuity are often used interchangeably, but they shouldn’t be. Disaster recovery for a contact center providing technical support is about correcting disruptions to customer service as quickly as possible. Business continuity is about long-term planning to address a difficult challenge such as the departure of a key business leader.
Disaster recovery requires a plan of action. Your tech support vendor should be instrumental in coordinating the plan and working collaboratively with you to ensure that it is feasible, consistently tested and updated and ready to put into action upon signs of disruption to service.
At its core, disaster recovery is a process with specific and ordered steps that direct corrective action. Avoidance should be considered first, recovery second. The first thing to learn from your vendor is the roles and responsibilities assigned in case of a disruption event. You will need to know the chain of command on the vendor operations side, as well as to coordinate it with the appropriate resources within your company’s operations.
An operational plan will include the following operational phases:
The flow of the disaster recovery plan is ordered and sequential. It provides an step-by-step plan of action to ensure calm in the midst of chaos and comprehensive knowledge about which actions have priority over others in regards to the risk exposure your company faces during an interruption to service.
For example, there are a number of scenarios that should be included in the disaster recovery plan to address different levels of disruption from short-term, temporary events to full-on disasters with the potential for long-term impact.
Your vendor should also have escalation options that enable the re-routing of calls to an alternate vendor location equipped with data connectivity so that calls can be processed as received. The option of a designated third party site is another possibility to be considered depending on your assessment of the risks your brand and company may encounter if tech support is unavailable beyond a specific length of time.
Assessing the types of disruption and options for continued service is important to consider based on the level of risk exposure for your company and brand. In the age of social media, the news of poor or unavailable service can spread quickly. Loss to reputation and customer satisfaction can be costly and more difficult to recover from than the event in some cases. Prioritizing actions and escalations should be part of your disaster recovery plan. Your tech support vendor should bring a variety of options for you to select from based on your requirements for customer engagement and remediating risk.