Business Continuity Solutions for Customer Support

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 did the whole of the Philippines) and they had no on-shore options available, their entire customer support would be offline. 

The Evolution of BCP Planning in Contact Centres

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.  

But that doesn't work for all situations. 

There may still be times when you need another call centre facility available for your employees to quickly access should a disaster occur and you are no longer able to access your normal facility. 

Lets not forget, even before COVID-19, there were and still are lots of other reasons why your call centre can suddenly become unavailable or offline.  Whether it's a natural disaster, an accident, a power outage, a gas leak etc., 

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 contracts, space, technology and support in place to quickly activate in the event of an emergency. 

How to select the right BCP Partner for your Customer Support

Outsourcers and BPOs that specialise in Business Continuity Solutions for Customer Support can provide a range of solutions including:

• Setting aside permanent space for your employees (with workstations already hardwired for your systems) and/or handle overflow calls at the flick of a switch or automatically when thresholds are hit, take messages, handle all your calls, etc.
• They can also assist with setting up IVRs, automated messages and lots more. 
• Have employees that are trained to take calls for your business or at the very least have knowledge management tools already set up to support calls fo ryour business. 

There really are lots of options, so don't wait until it's too late—reach out to a specialist BCP outsourcer below and make sure you have plans in place BEFORE something happens!

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 >

Select a Country for Business Continuity Solutions for Customer Support

To display call centre outsourcers who offer business continuity services, select a specific country below.