Call center continuity planning. (©1999)

• Record Type: Book
• Further Information: Note: Jim Rowan and Sharon Rowan.
• Other Names: Rowan, Jim; Rowan, Sharon
• Contents: ""Contents""; ""Introduction""; ""Part 1 Principles of Voice Recovery""; ""1 Planning Philosophy""; ""BUSINESS CONTINUITY""; ""HOW TO BUILD “A FIRE ENGINEâ€?""; ""NOTES""; ""2 Six Principles for Developing an Effective Plan""; ""Principle 1""; ""Principle 2""; ""Principle 3""; ""Principle 4""; ""Principle 5""; ""Principle 6""; ""3 Illusions of Recoverability""; ""Illusion 1""; ""Illusion 2""; ""Illusion 3""; ""4 Rationalizing Procrastination""; ""The Executive Will Not Support the Idea""; ""We Are Too Busy""; ""We Do Not Have the Budget for It""; ""We Do Not Know How"" ""Where Would We Begin?""""You Cannot Plan for Everything""; ""It Cannot Happen Here""; ""Part 2 Planning""; ""5 Plan Stages""; ""Preplan""; ""Planning""; ""6 Business Impact Analysis""; ""Senior Management Buy-In""; ""Identify Business Functions""; ""Risk Implications""; ""Business Impact Summary""; ""BIA Report""; ""7 Risk Analysis""; ""What Are The Risks?""; ""Finding the Risks""; ""Insurance Industry Input""; ""Risk Assessment Matrix""; ""Examples of Levels""; ""Risk Mitigation""; ""8 Recovery Team Selection""; ""Team Structure""; ""Incident Manager""; ""Department Managers""; ""Notes"" ""9 Plan Contents""""Mission Statement""; ""Planning Process Definition of Disaster""; ""Time Frames""; ""Team Responsibilities""; ""Contact Information""; ""Escalation Plan""; ""Critical Documentation""; ""Critical Functions Other Critical Tasks""; ""Critical Applications""; ""Call Volume Management Plan""; ""Recovery Site Inventory Backup/Recovery Process""; ""Implementation Plan""; ""Command Center""; ""10 Team Responsibilities""; ""Plan Update Requirements""; ""Predisaster Responsibilities""; ""Disaster Responsibilities""; ""Recall/Call Lists (Company Personnel)"" ""11 IS Department Recovery Planning""""What IS Does""; ""Disaster Recovery""; ""12 Disaster Implementation Tasks""; ""Whether to Declare a Disaster (or Not)""; ""Declaration of Disaster, Disaster Type""; ""Escalation Chart""; ""Disaster Checklists""; ""Life Preservation""; ""Disaster Plan Survivability""; ""13 Return to Normal Operations""; ""Cold Site""; ""Alternate Locations for Permanent/Temporary Relocation""; ""Restoration Procedures""; ""System Restoration""; ""LAN Restoration""; ""Call Volume Management Restoration""; ""14 Plan Maintenance Procedures""; ""Operational Changes"" ""Personnel Changes""""Hardware Changes""; ""Part 3 Call Volume Management""; ""15 Call Volume Management Issues""; ""External CVM Solutions""; ""Internal CVM Solutions""; ""16 ICH and RTMO""; ""Interim Call Handling""; ""Real-Time Minimum Overflow""; ""17 Other Uses for Your CVM Back-Up""; ""Managing Call Volumes to Reduce Rates of Abandoned Calls""; ""Adapting to Seasonal or Time-of-Day Peaks""; ""Supplementing the Existing Call Center""; ""18 Checklists""; ""Components of a Checklist""; ""Phases of a Crisis""; ""Types of Checklists""; ""Example Checklists""; ""Part 4 Testing""
• Publisher Details: Boca Raton : Auerbach
• Publication Date: 1999
• Copyright Date: 1999
• Extent: 1 online resource (xix, 421 pages)
• Subjects: 658.8/12; Call centers -- Management; Call centers -- Management; BUSINESS & ECONOMICS / Industrial Management; BUSINESS & ECONOMICS / Management; BUSINESS & ECONOMICS / Management Science; BUSINESS & ECONOMICS / Organizational Behavior; COMPUTERS / Information Technology; BUSINESS & ECONOMICS / Facility Management; BUSINESS & ECONOMICS / Production & Operations Management; Electronic books
• Languages: English
• ISBNs: 9781420048100; 1420048104; 9780849399824; 0849399823; 9780429131776; 0429131771; 9780429525179; 0429525176; 9780429539879; 0429539878
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.