ABSTRACT
This chapter considers the problems of continuity planning for companies having call centers. Most call centers are located in highly populated areas. Throughout the call center industry, a large portion of companies lack a call center recovery plan. It is important that senior management plan for a commitment of team time to write and test the plan. The formation of the recovery team will require personnel from all company departments, and this means planning to give those people “continuity project” time. Part of the planning will be for equipment and funds allocation for hardware that would be required in a standby arrangement. The most significant is that without an in-depth look at the company as a whole, management would have difficulty in justifying a continuity plan. Call volume management is what makes the difference between the call center continuity plan and other types of disaster recovery plans.
