As business normalizes again, take the necessary steps now to prevent your business from being caught
in similar circumstances should another emergency arise comparable to the COVID-19 pandemic.
Operational and Technology Environments
- Dire circumstances dictate you will likely be operating in a degraded mode.
- What services or activities can you off-load to the IVR during such times?
- These capabilities should be developed and sitting on the shelf ready to activate.
- IVRs can be utilized for large scale “outbound” functions such as pro-active communication to a
customer community or your internal resources.
- Yes, you can get access to your own premise systems, but the proliferation of cloud computing
has simplified the process of shifting staff and client interactions when business disrupting
- Maintaining “standby” connectivity for the entirety of your workforce to switch to remote
operations may be cost prohibitive with your own premise systems.
- Telephony solutions typically sit in the “carrier cloud” which minimizes the issue of extra circuits
and bandwidth when you most need it.
Are you utilizing cloud telephony to simplify routing and handling of this traffic?
Have you previously discussed plans and methods for ramping up volume significantly?
Does it make sense to have an on-going mix of internally handled volume and outsourced
volume? This can be quite beneficial during times of emergency, or even “global pandemic.”
- Is it fully leveraged in terms of capacity?
- What would it take to have additional capacity on stand-by
- Is more investment in technology required over time to establish and sustain business continuity
- Can you continue these campaigns during the business disrupting event?
- Should you continue with outbound campaigns even if you still have the capability?
- Aside from telephone calls, do you have other technology in place that allows you to communicate with your client community on a mass scale?
- Plan for BCM capabilities each time you make decisions about altering your current production
- Ask the hard questions about the impact to your sustainability and recovery capability with each
technology change you are planning to undertake.
- Does it fundamentally change your capability and continuity plan?
- Does the new technology enhance the current continuity plan, or does it create new
gaps that must be addressed?
- Are any negative impacts sufficient enough to warrant the need for different
approaches to your production environment?
- Develop pre-determined messaging (along with how it will be delivered) that can be invoked
- What do you need your constituency to know about how they can do business with you during
the significant outage or event?
- Is your staff informed and up to speed on how you will operate during another significant event
Business Continuity Management – It’s All About The Plan