TW4: How Virtual Call Centers Ensure Continuity of Operations

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TW4 How Virtual Call Centers Ensure Continuity
of Operations

• Deborah A. Keary, SPHR
• Director, SHRM Knowledge Center

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SHRM Information Center

• 14 Information Specialists
• Advanced degrees in HR and certifications
• 5 to 15 years of HR experience
• Answer HR questions from SHRM members using
  internet and library resources, and their own
  experience in human resource management
• 350 questions a day
• Email, Live Chat, ACD Phone
• Five people work at home four days a week

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SHRM Information Center

• Business Continuity at SHRM
• High alert region of the US, Washington DC
• BC plan went into effect in 2003
• Includes alternative business site in Fairfax,
  VA
• Continually updated to keep information current
• Live drills/rehearsals are held at least once a
  year

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SHRM Information Center

• Information Center Business Continuity
• All staff have laptops with docking stations in
  the office, telecommuters at home and office
• In an emergency, or forecast bad weather, staff
  take their computers home
• Email and Live Chat work from home invisibly to
  members over the internet
• Phone is handled by the five telecommuters

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SHRM Information Center

• Cost of Equipment and Home Setup
• One Time Cost
• Phone 350
• Telework Kit for phone 750
• Headsets (2) 140
• Adapter for headset 125
• Docking Station 250
• Printer 300
• Total one-time set up 1,915

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SHRM Information Center

• Operating Cost
• Daily Long Distance 220/mo
• (.03/min x 6 hrs)
• Cable or DSL average 50/mo
• Total Annual Operating 3240
• per person

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SHRM Information Center

• Setup plus operating cost per employee
• for year one 5,155
• subsequent years 3,240
• Disaster Preparedness and Employee Satisfaction
  Priceless!

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SHRM Information Center

• Advantages of Telecommuting
• Sustained business operations regardless of
  circumstances
• Distributed labor is less vulnerable to any
  occurrence of weather, terrorism, etc.
• Telecommuters have 20 better productivity that
  staff in the office
• Sick leave and turnover are reduced, employee
  morale and retention enhanced
• Less contribution to traffic congestion

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SHRM Information Center

• Disadvantages of Telecommuting
• All employees are not suited to telecommuting
  life
• Management of telecommuters calls for more
  specialized skills

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SHRM Information Center

• Questions?
• Thank you!