Virtual Customer Care H1N1 and Business Continuity VIPdesk 120309
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Virtual Customer Care: An Essential Component of H1N1 and Business Continuity Planning ...

Virtual Customer Care: An Essential Component of H1N1 and Business Continuity Planning
Sally Hurley: President
Dan Fontaine: SVP, Technology

Importance of Business Continuity Planning
Platform requirements in virtual call center environments
Finding and preparing the right people in virtual call center environment
Case Studies
Best Practices

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Virtual Customer Care H1N1 and Business Continuity VIPdesk 120309 Presentation Transcript

  • 1. VIPdesk Webinar Series December 3, 2009 Cover Slide Virtual Customer Care: An Essential Component of H1N1 & Business Continuity Planning Sally Hurley: President Dan Fontaine: SVP, Technology Welcome to today’s Webinar! The presentation will start shortly. Today s Today’s presentation is being broadcast through the Internet You Internet. do not need a conference dial-in number. To hear today’s webinar, simply turn the volume up on your speakers and you will be able to hear the presentation via your p y p y computer. Confidential - Proprietary VIPdesk Information 1
  • 2. Today’s Agenda • Importance of Business Continuity Planning • Platform requirements in virtual call center environments • Finding and preparing the right people in virtual call center environment • Case Studies • Best Practices Confidential - Proprietary VIPdesk Information 2
  • 3. About Today’s Presenters Sally Hurley Dan Fontaine President, Co-founder SVP, Technology • 20+ years experience delivering • Leads VIPdesk's Technology Team to premium customer service develop and integrate t h l i d l di t t technologies relating to VIPdesk's loyalty solution • Passion for customer experience product portfolio • Committed to building a culture that • Manages VIPdesk Disaster supports work-life balance Recovery/Business Continuity Plan y y • Proud to be a green company- P d b development, execution, testing and supporting thousands of individuals maintenance that work from home across North • Team provides operational support America for the technology employed • President of Entrepreneurs p throughout VIPdesk and its Organization in D.C. programs. Confidential - Proprietary VIPdesk Information 3
  • 4. Business Continuity Planning More important than ever Confidential - Proprietary VIPdesk Information 4
  • 5. H1N1 Reaches Pandemic Status 2009-10 flu season started early, has 43 US States reporting exceeded previous years widespread flu activity The IMF said a flu pandemic could cost $3 trillion and cause a 5% drop in global GDP GDP. --Reuters Confidential - Proprietary VIPdesk Information 5
  • 6. Short-Term Response Sick employees required to stay home or risk disciplinary action Hand sanitizers installed throughout workplace Employees allowed to telecommute Confidential - Proprietary VIPdesk Information 6
  • 7. Situations that Require Immediate DR/BCP Worldwide 2009 • Pandemic South Dakota 2009 • Natural Disaster East Coast 2003 • Unnatural Disaster Confidential - Proprietary VIPdesk Information 7
  • 8. Business Continuity Plan in Action Event Tornado destroys home office $1 million in hardware, software damage Actions Employees enabled DRBC Plan Offsite backup systems to work remotely Results • Within 72 hours, Aeneas was fully operational •MMany customers never lost service t l t i Confidential - Proprietary VIPdesk Information 8
  • 9. Business Continuity Plan in Action Event Hurricane Katrina hits New Orleans Actions Duplicate servers Staff relocated away across country from New Orleans Results • One of only web services companies to y p remain active • Able to help local organizations, non-profits and news organizations with coverage, communication Confidential - Proprietary VIPdesk Information 9
  • 10. Components of BCP Success Plan Platform DR/BCP Success People Confidential - Proprietary VIPdesk Information 10
  • 11. Building a Plan • Identify critical call center and business functions and the systems and staff needed to support them • Prioritize the business functions by what is most critical to the company's survival • Determine th maximum acceptable outage D t i the i t bl t time for identified business functions • Prepare step-by-step procedures for recovering disrupted functions or systems • Include your vendors Confidential - Proprietary VIPdesk Information 11
  • 12. Platform What are the components of an effective Business Continuity Platform y in a call center environment? Confidential - Proprietary VIPdesk Information 12
  • 13. Key Technology Questions Do I need to invest in new How do I connect What hardware? everything during y g g software an emergency? do I need? Confidential - Proprietary VIPdesk Information 13
  • 14. Assess Technology Risk • Identify critical call center and business functions and the systems and staff needed to support them • Prioritize the business functions by what is most critical to the company's survival • Determine the maximum acceptable outage time for identified business functions Confidential - Proprietary VIPdesk Information 14
  • 15. Identify Call Center Requirements Technology infrastructure hosted at a data center Auto-failover Mirrored hosted mirrored ACD solution systems ACD and supporting systems can be d ti t b accessed and used by home-based users Confidential - Proprietary VIPdesk Information 15
  • 16. Identify Agent Requirements Proper environment Workstation or laptop that meets system and security requirements High speed Internet access Ability to connect securely to systems Phone or VoIP headset Confidential - Proprietary VIPdesk Information 16
  • 17. People P l How can a virtual contact center model effectively recruit and staff to ensure Business Continuity? Confidential - Proprietary VIPdesk Information 17
  • 18. Attract Decentralized Applicants • Flexible scheduling • Reduced expenditures p • Elimination of commute • Enhanced work/life balance • Comfort of working from home Geographically • Ability to maintain lifestyle in dispersed agents mitigate risks addition to career associated with • Work on behalf of the brand localized or regional they love Business Continuity events Confidential - Proprietary VIPdesk Information 18
  • 19. Nationwide Recruiting Ability to be Selective Pass Basic Qualifications: 24% Pass Client Specific Qualifications: 59% Pass Hardware/Software Requirements: 73% Pass Resume and Phone S P R d Ph Screen: 83% Pass Credit/Criminal Check: 79% Complete Agreement p g and Tech Setup: 85% Complete/Pass Certification: 63% Go Live: Nationwide recruiting 95% Highly skilled team Supports BCP pp Confidential - Proprietary VIPdesk Information 19
  • 20. Provide Effective Communication Tools Instant Data and Communication Reports Secure IM Web-based Switch capabilities – outbound Dashboard voice messaging Methods Resources DR Procedures Technology platform Resource portal DR Processes LMS Confidential - Proprietary VIPdesk Information 20
  • 21. Leverage Learning Management System Web-based LMS- University • Class schedules and ability to register • Learning Paths • Curriculum Library/Searchable database of f training modules • Assessments/tests • Self-paced modules • Videos • W b Conferencing Web C f i • Conference calling Confidential - Proprietary VIPdesk Information 21
  • 22. Virtualized Operations Make a Difference Centralized call center is crippled Example 1 by local tornado Virtual operation makes a Example 2 difference during NE blackout Virtual call center steps in during Example 3 frequent blizzards Confidential - Proprietary VIPdesk Information 22
  • 23. Putting it All Together Confidential - Proprietary VIPdesk Information 23
  • 24. Business Continuity Best Practices Keys for Success Identify technology and process touch-points to ensure systems are in place, people are place available and people know what to do Locate people, platform resources in multiple geographic regions, including Leadership Team regions Test DRBC Plan regularly Communicate plan to all team members Utilize multiple communication tools for “blasts” blasts and urgent updates Don’t just manage the model, live it! Confidential - Proprietary VIPdesk Information 24
  • 25. Additional Resources • http://www.ready.gov • http://www.cdc.gov/ • http://www.business-continuity-world.com/ • http://www.disaster-recovery-guide.com/ • http://www.wikihow.com/Create-a-Business- Continuity-Plan Confidential - Proprietary VIPdesk Information 25
  • 26. Contact Us Sally Hurley President shurley@vipdesk.com (703) 837-3518 Dan Fontaine SVP, Technology dfontaine@vipdesk.com (703) 837-3520 VIPdesk Webinar Series Maintaining Your Brand Through Customer Service Guest Presenter: Connie Smith, SpotOn Enterprises Smith Tuesday, January 12, 2010 Confidential - Proprietary VIPdesk Information 26
  • 27. Website: http://www.vipdesk.com Twitter: http://www.twitter.com/vipdesk Facebook: http://www.facebook.com/vipdesk LinkedIn: http://www.linkedin.com/companies/vipdesk YouTube: http://www.youtube.com/user/vipdesk Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss Confidential- Proprietary VIPdesk Information 1