Transcript CallCentreAnywhere™ Product Roadmap

Business Continuance
Disaster Recovery Planning
Preparing for the Unexpected
Presented by Team TELUS and
David Chalk of Chalk Media
Events that Require Business Continuance Solutions
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Natural Disasters
– Ice Storms, Earthquakes, Heat Waves, Floods, Hurricanes
– Tornadoes, Avalanches, Pestilence, Drought
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Infrastructure Disasters
– Regional Power Loss
– Water Contamination or Water Main breaks
– Gas Leaks, Traffic Grid breakdowns
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People-initiated Disasters
– Terrorism, Sabotage
– Organized Labor Strikes
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Public Health
– Pandemic
Business. Backed by TELUS.
What would happen if…
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A pipe burst and your office was completely flooded?
– Replace technology and rebuild, how much time is needed? What is the
impact to the business?
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A fire in your electrical cabinet gutted your offices?
– Recovery? Time, cost, how long are customers left in the balance?
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A severe storm knocked out power to your call centre?
– Recovery estimated at 24 hours, what does it cost the business?
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There was a flu pandemic?
– You can’t go to the office for weeks/months – what is the impact?
Business. Backed by TELUS.
Some recent examples…
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1998 Ice Storm in Eastern Canada – estimated 7 Million in
damages and impacting over 250,000 Canadians
Summer 2006, Washington D.C., floods kept 280,000 workers
home
New York power outage lasted a week - 80,000 people and
businesses were affected
Toronto heat wave pushed electricity demand to record- setting
levels in several regions, triggering brownouts, scattered
outages – 50,000 people affected
Business. Backed by TELUS.
And what about Customer Service…
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One bad interaction will decrease customer loyalty by 66% and
be remembered for 12-14 months
– Gallup Group
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70% of customers switch to the competition due to service
quality issues
– Forum Corporation
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95% of unhappy customers will buy again if their problem is
handled quickly and to their satisfaction
What is the impact if your business/contact centre are
unreachable?
Business. Backed by TELUS.
Would you ever think about not having Home Insurance?
Think of business continuance as insurance for your call centre…
 You pay approximately 3-5% of the total cost of your mortgage
for your house insurance.
 Wouldn’t it be worth it to pay 3-5% of the total cost of your call
centre solution to have the piece of mind that you have a back
up plan in the event of a disaster.
Business. Backed by TELUS.
Developing a Business Continuity Plan
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Minimize Disruption of Mission Critical Functions within your
call centre, create a plan for:
– Agents
– Customer Service
– Retaining customer data
– IT/Infrastructure
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Minimize Financial and Operational Exposure
Enhance Customer Confidence
– Let your customers know that you are ready for any disaster no matter
how large or small.
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Introducing
CallCentreAnywhere™
Business Continuity
What is CallCentreAnywhere™?
A hosted Call Centre platform that allows Call Centre
Staff to manage customer calls
from Anywhere at Anytime, on Demand!
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CallCentreAnywhere™
Agents Anywhere
Walk-in
Over the Counter
Phone
Work at Home
Agent Resources
Work at Home
Agent Resources
Home
Office
Fax
Internet
`
Email
CallCentreAnywhere
Web
Phone
Mobile
Small
Office
Branch
Office
Chat
Call
Back
SMS
Video
Agent Office/Locations
Agent Office/Locations
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Main
Office
CallCentreAnywhere™
Monitoring
NGN/Internet
Security
Integration
DRP
Best Practice
PSTN
Backup
Availability
Scalability
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Survivability
Managing Change
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CallCentreAnywhere does not require systems integration, so
all moves adds and changes can be done on-they-fly.
Locations do no matter. Your workforce can be anywhere.
Centralized control does not mean a centralized call center.
You can “virtualize” if you want to – or let each separate centre
work with complete autonomy.
The TELUS network scales dynamically. No worries for any
subscriber in terms of ordering call centre hardware and
software.
Administration Manager lets you create entire call centers
ahead of time. Cutover is a snap. Just have phones and PCs
with internet access. The rest is easy.
Service Creation is fast with CallCentreAnywhere. You can
react to new campaigns or entire call centres within hours.
Business. Backed by TELUS.
Disaster Recovery: Switching to Remote Agents
CallCentreAnywhere
PSTN
Internet
X
Business
Continuance
Condition
Business. Backed by TELUS.
X
Change Management
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How quickly are you able to
adapt to changes based on all
of the systems and software
you are now using in your call
centre?
How flexible is your workforce?
Are they prepared to work at a
different location or from home
in a “pinch”?
What plans have you set up to
grow from one centre to
multiple ones or to add
centres?
How are you managing multiple
sites?
Business. Backed by TELUS.
Business: Backed by TELUS
 CallCentreAnywhere is preintegrated, so changes or
moves do not require systems
integration
 CallCentreAnywhere adapts to
your workforce no matter how
many locations are required.
 TELUS can set up
CallCentreAnywhere so many
locations look like one, or so
each one has its own autonomy
How Does it Work as a DRP Solution?
What do you need?
 All your agents need is a telephone, PC, and access to the
Internet
How is it priced?
 There are 2 components to the pricing. You pay for the stored
agent license and a deployment fee. A simple and affordable
insurance policy.
How quickly can my Business Continuity plan be deployed?
 Immediately! Just activate your Preconfigured Stored Business
Continuity plan by rerouting your toll free numbers to the
TELUS CallCenterAnywhere™ platform.
Business. Backed by TELUS.
Why do you need this for your business continuity plan?
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Customer Focus
Affordability (opex)
Speed to deploy
Reliability
Control
Productivity
Flexibility
Deliver Competitive Advantage
Drive Risk and Cost from business
continuance while enabling Growth and Profitability
Business. Backed by TELUS.
Case Study
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50 agent logins
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Disaster recovery requirements
to ensure inbound and outbound calls can
be placed
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Cost Benefit:
– Cost of deploying their Business Continuity
Plan at anytime is 6% of their existing call
centre agent license cost.
Most important: Back-up system readily available to
manage large influx of calls with zero set up time.
Business. Backed by TELUS.
Questions?
www.telus.com/callcentreanywhere
or call 1-877-288-2810 Now!