Call Centre

Recovery Procedure: Call Centre

Plan Development Template: Recovery Procedure Page 1 Copyright @ GMH Pte Ltd

Plan Development Template: Recovery Procedure Page 2 Copyright @ GMH Pte Ltd

• WHAT
  • Service all phone-in contacts.

Pre-Crisis

• HOW
  • Prepare Grab list.
  • Conduct training and exercise for Customer Service Call Centre staff.

Recovery & Resumption

Within T+24 hours

• HOW
  • Use IVR to control calls of lower value customers, while high value (premium) business as usual.
  • Use manual processes between alternate site is active, Enquiry controllable, others will be to call back.
  • Divert to mobile phones during movement and setup at alternate call centre.

After T+24 hours

• HOW
  • Continue service at alternate call centre and deploy staff
  • Plan to outsource for service provider (Medium term) or rebuild (Long Term).
  • Split the CTI/PABX to 2 locations.