Business Continuity Challenges in the Multilingual Contact Centre Environment16 July 2013 by Mindpearl
Business Continuity (BC) and Disaster Recovery (DR) can mean life or death for any organisation and this is every bit as true in the multilingual contact centre environment.
In an environment where you are servicing clients over multiple channels, in multiple languages and across time zones, the potential risks are categorically amplified.
In the event of a business disruption, business continuity plans (BCP) are designed to ensure critical business functions can continue or can recover quickly, but what do you do when you are servicing clients in multiple languages?
This adds an element to your planning that other contact centres do not have to think about.
According to Continuity Insights and KPMG LLP 2011-2012 Global Business Continuity Management Program Benchmarking Study, which surveyed 685 executives from more than 40 countries, the leading causes of operational disruption are severe weather (50%), power outages (47%), floods (31%) and various IT related interruptions.
This survey clearly shows the potential for area-wide disasters that could affect an entire country and result in significant loss to an organisation is a 'real' possibility.
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Business Continuity Challenges in the Multilingual Contact Centre Environment