A01=Jim Rowan
A01=Sharon Rowan
advanced call routing solutions
Area
Assisting
Assisting Call Center
Author_Jim Rowan
Author_Sharon Rowan
business continuity plan
Business Impact Analysis
Call Center
Call Center Continuity Planning
Call Center Manager
Call Center Personnel
Call Volume
Call Volume Management
Category=KJMV
Category=KJQ
Category=KJSU
Category=KJWF
Cold Site
Company Call Center
Continuity Planning
crisis leadership models
crisis management
Disaster
disaster implementation protocols
Disaster Recovery Team
emergency telecommunications
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
FEMA
Hot
Hot Site
Hot Site Facility
Ich
IVR Unit
LAN
Manager
Recovery
Recovery Team
Recovery Team Members
risk analysis techniques
seasonal call volume trends
service interruptions
Site
Site Recovery Team
Slow Motion Disaster
Team
Virtual Call Center
voice recovery strategies
Volume
Warm Site
Wide
Wide Area Disaster
Product details
- ISBN 9780367455736
- Weight: 820g
- Dimensions: 210 x 280mm
- Publication Date: 26 Nov 2019
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes.
Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call center, or use of the excess capacity of your other call center during emergency?
What about managing call volumes to cope with non-emergency seasonal or time of day peaks? Can you use your call centers minimum daily overflow of calls as a benefit rather than a problem? What is involved in contracting to outsource call handling to another call center in terms of effectiveness, expertise, technology, and human resources - and what advanced call processing techniques are available?
Call Center Continuity Planning answers all these questions and more. It also provides detailed information on the concept of CVM, that treats the volume of calls as a fluid, that can be channeled from one place to another via computer-managed switching. Your Call Volume Management system acts like a series of aqueducts to manage the floodwaters of incoming calls before your call-takers are swept away.
Jim Rowan and Sharon Rowan Voice Recoven Services
