Gone are the days of the call center being treated as a cost center. Both customer demands and compliance obligations are bringing the call center to the forefront in business continuity plans for businesses in many industries.
In a recent webinar with the Association for Continuity Professionals (ACP), Brandon Tanner, senior manager for Rentsys, discussed some industry trends that show the role call centers play in addressing customers’ expectations for on-demand service and in meeting compliance requirements for availability.
Brandon was joined by Rentsys customer Steve Hamilton, who’s the business continuity manager for Fiserv, a provider of technology solutions to the financial world. Steve explained the lessons his organization learned during a recent call center recovery test. These takeaways included the importance of manager participation in tests and making adjustments to daily operations when working in an alternate environment.
If you missed the live webinar, you can watch the recording here. Be sure to stick around for the Q&A session at the end. Attendees had plenty of questions about testing logistics, whether work-from-home strategies work for call centers and more.