Business Continuance Disaster Recovery Planning Preparing for the Unexpected Presented by Team TELUS and David Chalk of Chalk Media

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Business ContinuanceDisaster Recovery
PlanningPreparing for the UnexpectedPresented
by Team TELUS and David Chalk of Chalk Media
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Events that Require Business Continuance Solutions

• Natural Disasters
• Ice Storms, Earthquakes, Heat Waves, Floods,
  Hurricanes
• Tornadoes, Avalanches, Pestilence, Drought
• Infrastructure Disasters
• Regional Power Loss
• Water Contamination or Water Main breaks
• Gas Leaks, Traffic Grid breakdowns
• People-initiated Disasters
• Terrorism, Sabotage
• Organized Labor Strikes
• Public Health
• Pandemic

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What would happen if

• A pipe burst and your office was completely
  flooded?
• Replace technology and rebuild, how much time is
  needed? What is the impact to the business?
• A fire in your electrical cabinet gutted your
  offices?
• Recovery? Time, cost, how long are customers left
  in the balance?
• A severe storm knocked out power to your call
  centre?
• Recovery estimated at 24 hours, what does it cost
  the business?
• There was a flu pandemic?
• You cant go to the office for weeks/months
  what is the impact?

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Some recent examples

• 1998 Ice Storm in Eastern Canada estimated 7
  Million in damages and impacting over 250,000
  Canadians
• Summer 2006, Washington D.C., floods kept 280,000
  workers home
• New York power outage lasted a week - 80,000
  people and businesses were affected
• Toronto heat wave pushed electricity demand to
  record- setting levels in several regions,
  triggering brownouts, scattered outages 50,000
  people affected

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And what about Customer Service

• One bad interaction will decrease customer
  loyalty by 66 and be remembered for 12-14 months
  
• Gallup Group
• 70 of customers switch to the competition due to
  service quality issues
• Forum Corporation
• 95 of unhappy customers will buy again if their
  problem is handled quickly and to their
  satisfaction
• What is the impact if your business/contact
  centre are unreachable?

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Would you ever think about not having Home
Insurance?

• Think of business continuance as insurance for
  your call centre
• You pay approximately 3-5 of the total cost of
  your mortgage for your house insurance.
• Wouldnt it be worth it to pay 3-5 of the total
  cost of your call centre solution to have the
  piece of mind that you have a back up plan in the
  event of a disaster.

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Developing a Business Continuity Plan

• Minimize Disruption of Mission Critical Functions
  within your call centre, create a plan for
• Agents
• Customer Service
• Retaining customer data
• IT/Infrastructure
• Minimize Financial and Operational Exposure
• Enhance Customer Confidence
• Let your customers know that you are ready for
  any disaster no matter how large or small.

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Introducing CallCentreAnywhere Business
Continuity
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What is CallCentreAnywhere?
A hosted Call Centre platform that allows Call
Centre Staff to manage customer calls from
Anywhere at Anytime, on Demand!
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CallCentreAnywhere
Agents Anywhere
Phone
Fax
Email
Web Chat Call Back
SMS
Video
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CallCentreAnywhere
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Managing Change

• CallCentreAnywhere does not require systems
  integration, so all moves adds and changes can be
  done on-they-fly.
• Locations do no matter. Your workforce can be
  anywhere.
• Centralized control does not mean a centralized
  call center. You can virtualize if you want to
  or let each separate centre work with complete
  autonomy.
• The TELUS network scales dynamically. No worries
  for any subscriber in terms of ordering call
  centre hardware and software.
• Administration Manager lets you create entire
  call centers ahead of time. Cutover is a snap.
  Just have phones and PCs with internet access.
  The rest is easy.
• Service Creation is fast with CallCentreAnywhere.
  You can react to new campaigns or entire call
  centres within hours.

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Disaster Recovery Switching to Remote Agents
PSTN Internet
X
X
BusinessContinuance Condition
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Change Management

• How quickly are you able to adapt to changes
  based on all of the systems and software you are
  now using in your call centre?
• How flexible is your workforce? Are they prepared
  to work at a different location or from home in a
  pinch?
• What plans have you set up to grow from one
  centre to multiple ones or to add centres?
• How are you managing multiple sites?

• Business Backed by TELUS
• CallCentreAnywhere is pre-integrated, so changes
  or moves do not require systems integration
• CallCentreAnywhere adapts to your workforce no
  matter how many locations are required.
• TELUS can set up CallCentreAnywhere so many
  locations look like one, or so each one has its
  own autonomy

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How Does it Work as a DRP Solution?

• What do you need?
• All your agents need is a telephone, PC, and
  access to the Internet
• How is it priced?
• There are 2 components to the pricing. You pay
  for the stored agent license and a deployment
  fee. A simple and affordable insurance policy.
• How quickly can my Business Continuity plan be
  deployed?
• Immediately! Just activate your Preconfigured
  Stored Business Continuity plan by rerouting your
  toll free numbers to the TELUS CallCenterAnywhere
  platform.

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Why do you need this for your business continuity
plan?

• Customer Focus
• Affordability (opex)
• Speed to deploy
• Reliability
• Control
• Productivity
• Flexibility
• Deliver Competitive Advantage

Drive Risk and Cost from businesscontinuance
while enabling Growth and Profitability
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Case Study

• 50 agent logins
• Disaster recovery requirements to ensure inbound
  and outbound calls can be placed
• Cost Benefit
• Cost of deploying their Business Continuity Plan
  at anytime is 6 of their existing call centre
  agent license cost.

Most important Back-up system readily available
to manage large influx of calls with zero set up
time.
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Questions?
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www.telus.com/callcentreanywhereor call
1-877-288-2810 Now!