ABSTRACT
The company senior management might decide to contract with one or more outsource call centers, exclusively. The main problem with virtual call centers is the difficulty that is experienced in actually streaming the calls to the proper individuals. The hot site recovery team would be instructed to get the hot site facility up and running. When backup data had been loaded on all work station computers, including popup data screens and all Computer telephony integration functions, the team customer service representatives (CSRs) would start receiving calls. If international calls plus local calls show any noticeable peaks and lows, test during the low-volume periods. Many of the disasters that come along will require that personnel leave the building. This exercise actually involves all personnel practicing handing over calls to another facility and getting out. The call center subdepartments such as the help desk, customer service, and sales, plus technical support line CSRs should go through, testing department by department.
