The growing adoption of internet protocol (IP)-based technologies in call centres pushes disaster recovery to the top of the agenda, a new report asserts.
Businesses must ensure that they thoroughly check and monitor backup systems in order to maintain normal handling of customer calls, an article in Continuity Central recommends.
According to the online publication, there are two common misconceptions about the role of disaster recovery services in call centres.
Recovery systems can be up and running but not reach the performance of the production site, the magazine warns.
Additionally, backup systems must be monitored just as rigorously as production systems, it is advised.
The publication points out: "It is essential that the call centre applications themselves are fully operational, so that customers can interact with systems as before."
The Contingency Planning and Disaster Recovery Guide points out that all organisations and businesses are vulnerable to serious incidents that threaten normal operations.
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