ABSTRACT
The crisis leader and the delegation of authority has to be established clearly in advance. At any given time all call center personnel have to know who is going to be the designated crisis leader in the event of a disaster. Normally, it would be the call center manager until the recovery team leader reported into deal with the disaster. There has to be a chain of delegated authority so that if the person who is the crisis leader is not available there is an alternate crisis leader. Likewise, there should be an alternate to take the place of every leader of the disaster recovery team and its parts. Different people involved in the disaster recovery plan would need different levels of crisis communications according to the role that they were performing at the time of the disaster. The crisis leader must be able to communicate with everybody at any given time.
