UK Call Centre Disaster Recovery Test - August 2005
Reason for Continuity plan - to provide an alternative
base for the UK call centre in the event of electrical failure,
fire, Telephone switch failure, industrial action, damaged
service cables, IT comms failure or a local BT exchange
failure.
Test Objectives - To successfully transport Peterborough
Call Centre agents to the off-site continuity centre. For
all agents to access call allocation systems, route live
calls to the continuity centre and complete customer cycle.
Wednesday 17th August 2005
10.00am agents are asked to take part in a DR simulation
and transport is organised
The NetSupport Business Continuity Centre is warned that
Indesit Company intend to do a full DR simulation. A small
technical team from Indesit is dispatched to the DR centre
to do an application and telephony pre-test.
At 10.30am the Indesit technical team gives the all clear
for the pre-test.
Staff leave Indesit call centre at
10.35am
Staff arrive at the NetSupport Business
Continuity centre at 11.00am
Indesit Call Centre Agents pass through
site security and into the centre.
11.10 Agents are briefed on safety
and security procedures.
11.16 Agents log on to call centre
applications and live calls are routed into the centre.
Over 1,000 calls are serviced during
the DR test.
Call Centre and IT management agree
the the test day has been a total success.
NetSupport would like to pass on our sincere thanks to Indesit
Company for their assistance in documenting the test day.
