Study: Disaster Recovery and Business Continuity for Contact Centers


Written by Paul Kirvan on September 18, 2008 in Business Continuity, Disaster Recovery, survey.

Empirix Inc. has announced the availability of a new DMG Consulting research study titled, Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers. The report, sponsored by Empirix, focuses on call centers and their plans for maintaining business continuity.

The study was conducted in August 2008 and surveyed contact center facilities from all over the world . The questions covered four key readiness areas: disaster recovery and business continuity; applications and systems testing; ongoing verification of applications and call flows; and hosted infrastructure and applications.

A summary of key findings revealed:

  • Only 36.7 percent of companies are confident that they can survive a disaster or business disruption without seriously impacting their customers.
  • Among companies with an established process for disaster recovery, 63.3 percent of managers were less than confident that the process would produce the desired results in case of a serious outage.
  • Testing is an area of concern, with only 42.7 percent of respondents conducting business continuity tests annually or more frequently.
  • 20 percent of responding contact centers did not have a disaster recovery plan.

Respondents described their approach to disaster recovery or business continuity; the responses were:

  • Conduct business as usual with lower service level agreements (SLA): 30.7 percent
  • Provide only basic coverage for calls: 25.3 percent
  • Conduct business as usual with unaffected SLAs and unaffected customer experience: 18.7 percent
  • Prioritize sales and customer service transactions, but hold off on handling other types of transactions: 18.0 percent
  • Handle business as usual and at peak load conditions without any impact on SLAs: 8.0 percent.

For a complimentary PDF copy of this report, please go to www.empirix.com/drsurvey.

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To learn about tools for call center continuity and disaster recovery, see Call Center Continuity Planning in the Rothstein Catalog on Disaster Recovery.

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