Call Centre

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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.
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