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Call Center Business Recovery Exercise

By Steven Conary, OIT

In July of 2008 the Call Center moved to 264 Civic Center Drive ( Varney Building ) and the month following all Central Field Technicians moved to the Varney Building . Prior to this move our business recovery consisted of sending an e-mail to all field technicians to log into the phones while the issue was resolved, this worked okay but left the field technicians on the phones for an extended length of time, taking away from resolving issues.

With all of the Call Center and Central Field Technicians in one location a new Business Recovery Plan needed to be created.

The key to this new plan would be Avaya IP Agent, which allows your laptop to act as a phone and allow you to log in to take calls and to make calls. A standard operating procedure was created that encompassed all scenarios.

On 9 January at 2:00 P.M. Client Technologies performed a controlled execution of the Call Center Business Recovery Plan. The recovery plan in its entirety was executed with the exception of the Call Center leaving immediately to go to assigned locations. This was a controlled evacuation of the Call Center to other state facilities to ensure that no calls were dropped. The overall result of the exercise was outstanding. During this time we experienced zero abandoned calls and for the day we finished at 97.52% calls answered.

Since our exercise we have had to implement our plan on a few occasions as we have lost network connectivity. On all occasions when this plan was activated the most abandoned calls was 3. We will continue to test our plan at regular intervals, ensuring that our commitment to our customers is held to the highest standard and every call gets answered.

Ryan Corum heads out of Varney Building on loss of network to setup and staff the phones at his alternate site at the Main DOT building.