Business Continuity Solutions for Customer Support in Australia

If the COVID-19 crisis has taught us one thing, it's the need for a robust business continuity plan for your contact centre.

Traditionally, that may have been having seats ready to go 24/7 in another location that is already pre-configured for your business whenever (or if) you need it.

But what happened during COVID when there was a lockdown, and you couldn't access the facility?

Many contact centres had also been using offshore call centres and quickly discovered that if they went offline (as happened to many Philippines BPOs), and they had no on-shore options available, their whole customer support was offline. 

But it's not just a virus that can take out your call centre. 

Natural disasters such as earthquakes and floods, road closures, power outages, gas leaks, etc, can all result in your call centre employees unable to get to their workstations. 

Of course, like many businesses, a BCP plan was always on the to-do list, which didn't help them at all. 

Through the use of call centre remote technology, you can tap into a work-from-home workforce that can continue to answer your calls either here in Australia or overseas if the call centre premises is inaccessible and for many businesses, that is now their default BCP. 

But that doesn't work for all situations. 

Remote contact centre technology typically requires a robust internet connection so what happens when the internet is down or there is a power outage?

Regardless of the reason, suddenly not having a contact centre operational can be catastrophic for a number of businesses. 

A robust BCP Plan means you already have the commercial contracts, space, technology and support in place to quickly activate in the event of an emergency. 

How to Select a BCP Partner in Australia

Outsourcers and BPOs that specialise in Business Continuity Solutions for Customer Support in Australia can set aside permanent space for your employees (with workstations already hardwired for your systems), handle overflow calls at the flick of a switch or automatically when thresholds are hit, take messages, handle all your calls, etc.

Typically, BPOs proving BCP solutions in Australia can include: 

• Having workstations permanently set up and configured so all they need to do is move their employees to your preconfigured workstations to start taking calls. 
• Having IVRs and call queue messaging pre-configured and recorded to enable a seamless transition. 
• Have Knowledge Management Systems set up and ready to support the agents handling your calls. 
• Have reporting, escalation paths etc already built.

There really are lots of options, so don't wait until it's too late.

You can also try using our free Call Centre Outsourcing Wizard that will help you articulate requirements for suppliers, and we can also then provide you with a shortlist of recommended outsourcers that can help save you time, money and frustration. 

Need help urgently?

The suppliers here are great for planning a BCP event and ensuring a seamless response should the need arise. 

If you find yourself in the middle of a crisis NOW and need a call centre outsource to help take calls and handle customer enquiries, search for Suppliers of Crisis Management solutions >

Search Providers of Business Continuity Solutions for Customer Support in Australia

Reach out to the outsourcers providing Business Continuity Solutions for Customer Support in Australia below, or use the filters to search by other functions or locations.

You may also be interested in Australian BPOs that use a remote workforce or Remote Workforce Technology for your Call Centre.