ABSTRACT
A business impact analysis (BIA) is a procedure used to judge the effect of an interruption of services on the call center and, as a result, on the organization as a whole. The BIA can present information on the effects of a disaster on all areas of the businesses operation. The BIA could also highlight some of the departments or projects that might not be earning back their costs. Senior management could therefore be sold on the BIA in terms of the cost justification if that should prove more useful to it than a business function review. Any and all plans of voice recovery, business continuity, and disaster recovery require that senior management buy-in be the first step. Pressure for business continuity in Canada tends to come from the peers of banks in the financial services industry, nationally and abroad.
