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Interesting facts

What is BCM and how does it relate to the outsourced Call Center?

Business Continuity Management (BCM) is the maintenance of safe and solid business operations in critical periods. Nowadays, growing expectations from the owners and customers are making Business Continuity Planning (BCP) a must to maintain competitiveness.

In most cases, the Call Center / Contact Center is the frontline at a company: they contact customers from here, they receive their phone calls, mail, text messages, or e-mails. This is also where they initiate pre-timed customer callbacks. We can regard it as an interface, where a company can connect their customers that generate their profit.

Let us regard this from the point of view of the caller: he/she would like to make a purchase and calls the phone number he/she saw in the advertisement. When placing the call, the initial thought usually is: „okay, I give them a try”. With this, the demand is placing its trust into us, made a choice and the return of our investment in communications is only one phone call away from us. Then the customer dials and waits, and waits, and waits because nobody answers the phone. When he/se puts the phone down, there is a chance that he/she will never call again.

The customer is not interested in why the phone was not answered. He/she wanted to make a purchase but was unable to. This causes damage to the company. We can easily calculate how much damage is caused by one hour of inoperation on the long (returning customers) and on the short run.  We can also calculate what expenses we have to make to avoid this, and minimize risk.

Call Center techniques to maintain Business Continuity:

• More than one supplier for the same operation/process
• Physical and mental fitness of the employees
• A mix of own and contracted workforce to reduce defenselessness
• Use of a redundant system in case of technical difficulties
• Continuous electricity
• Multiple telecom providers
• The preparation of a secondary provider (as a subcontractor) at a different geographical location, system integration
• The preparation of a secondary call center

There is always some risk involved; it is enough to think about the recent H1N1 virus that presented a clear risk to the operation of all companies.

Our company takes particular attention of planning and sustaining BCM. We also make continuous analyses of internal and external risks when conditions change to be able to provide the highest possible level of service. Our customer service solutions are based on continuity.