DISASTER RECOVERY
BUSINESS CONTINUITY
PEAK MANAGEMENT

Be ready for the unexpected

Our Disaster Recovery and Business Continuity services are a great way to ensure you can continue to provide service when disaster strikes and your UK / overseas and in-house / outsource advisors can’t get into the office — or it’s unserviceable

What’s more, our Peak Management services, and flexible home working practices, also make it easier to get additional staff quickly. So, when something unexpected does happen — and more customers than usual are in contact — you’ll be able to cope with the additional enquiries.

In a nutshell, when the unexpected happens our home based advisors and services will help you to continue to provide brilliant 24x7x365 multichannel service.

BUSINESS BENEFITS

COMPLIANCE

Some services, emergency and recovery for example, have to continue no matter what.

BRAND & REPUTATION

Uninterrupted service is great way to differentiate your brand, building trust and loyalty by making sure you can answer enquiries at all times and especially when customers need you most.

REVENUE PROTECTION

Minimising lost sales when disaster strikes

WHAT ARE THE THREATS?

Many things interrupt every service organisation, like extreme weather, ash clouds and epidemics for example. However, some are specific to individual organisations and most carry out risk assessments using frameworks like PESTLE to better understand what’s most likely to affect their service operations and how much.

ENVIRONMENTAL

Epidemics, snow, rain, high winds, chemical leaks, earthquakes and volcanic ash etc.

ECONOMIC

Fluctuations in interest rates, changing currency values and the failure of financial service institutions etc.

SOCIAL

Public holidays, social unrest and sporting events for example.

TECHNOLOGICAL

Data breaches, internet failure, computer viruses, email phishing, broken power lines and burst pipes for example.

LEGAL

Changes to laws and regulations such as GDPR etc.

POLITICAL

Terrorism, election / referenda outcomes and industrial disputes etc.

These, along with transformational change in your organisation (such as changes to billing or the introduction of new privacy policies etc.) are also useful when assessing what’s likely to prompt customers to get in contact.

HOW WE’LL HELP

We work in three main ways, as well as many in between:

1
ON DEMAND ADVISORS

We provide additional staff to meet your needs at very short notice. All our staff are experienced advisors and can be briefed on the day (for simple enquiries). Or, trained prior if enquires are more complex. We work with you beforehand to get contact routing and key systems setup and ready.

2
ON DEMAND PLATFORM

We’ll help you put in place the technology and processes you need to get your staff working from home. If it becomes difficult for them to get to your locations — or your contact centre becomes unserviceable — they just work from home instead. You may also be able to call them into action quickly if something major happens and you need more people quickly.

3
IN POSITION ADVISORS

Our home working staff will already be part of your service team. So, you’ll always have a basic amount of resilience if something prevents your staff getting into your contact centre. As our flexible home working practices also make it easier to get additional staff quickly, you’ll be able to cope with additional demand at short notice too.

HOME ADVISORS — RESILIENCE BUILT IN

FAST RESPONSE

Home advisors can be called into action quickly as normally they’re only metres away from their place of work

NO SINGLE POINT OF FAILURE

Problems in a single geographical area, such as electricity / telecoms failure, social unrest and bad weather, don’t affect all staff as they’re located across the UK

INFECTION BARRIER

Infectious diseases that spread rapidly through contact centres — like colds, flu and Norovirus — aren’t a problem as staff don’t come in contact with one another.