Delivering a consistent experience to your customer is an essential requirement for any business. Add to that the complexity of Big Data, used to deliver a customized customer experience, and your team has a challenge to deliver the goods. Word travels wide and fast if you can’t get it right.
Your BCP is a living document! You will need to schedule regular maintenance checks to ensure your plan gets updated whenever changes happen that will impact your contact lists, templates, and process.
Users of manuals can take the time they need to find the right procedure. They can give the procedure their full attention and work through it at their own pace. Call-center agents, on the other hand, must juggle several tasks simultaneously. So, how do you write for call center agents?
A Business Continuity Plan can mean the difference between sinking or swimming when an event happens. So what steps should you have done, and what steps are needed to ensure a smooth transition from business-as-usual to event, and back again?
A Business Continuity Plan (BCP) should prepare you and your team to respond to the event in order to efficiently regain operation of the systems that are made inoperable from the event. Let’s look at the planning that has to take place in part one of this series.