World Continuity Congress conference on 9th May 2018 at Sheraton Towers Singapore Hotel by BCM Institute

1. Winning over the
Challenges of
Implementing
BCM in A BPO
Jeremy Astrero, BCCE, DRCE, CSP
Teleperformance

2. Teleperformance: Who We Are
We are the worldwide
leader in outsourced
omnichannel customer
experience management.
Teleperformance
connects the biggest and
most respected brands
on the planet with their
customers.
223,000+
350
76
265

3. Teleperformance: What We Do
OMNICHANNEL SOLUTIONS
SOCIAL MEDIA ANALYTICS MOBILITYWEB CHANNELS BACK-OFFICE VIDEO-KIOSK
VIP AND
SPECIALIZED
SOLUTIONS

4. Teleperformance: What We Do
OMNICHANNEL SOLUTIONS
MULTILINGUAL
HUBS
CONTACT
CENTER
SELF-SERVICE
&
INFRASTRUCTURE
HOMEBASE
CREDIT AND
COLLECTION
FACE-TO-FACE AUTOMATION

5. Presentation Summary
• Evolution of a Call Center to Business Process
Outsourcing (BPO)
• Challenges of Implementing BCM in a BPO Setting
• Winning Over These Challenges

6. Call Center Vs. BPO

7. • Client and Regulatory Requirements
• Multiple Clients, Multiple (and Unique) Requirements
• Ever Increasing Client Requirements and Demands
• Client Attrition
• Customer Outage is A BPO Outage
• Differing Testing Requirements
Challenges of Implementing BCP
in a BPO Setting
• Workforce
• BCP support during disasters
• Volume and Skills
• Attrition
• Health
• Employees’ Union
• Internal Communication
• Data Confidentiality, Integrity and Availability
• Information Security Risks
• Uptime Guarantee (E.g. 99.99%) / 24x7x365
Operations
• External Dependencies
• Voice, Data and other Utilities Providers
• Equipment, Logistics & Basic Necessities
• RTO and SLA of Dependencies
• Ever-evolving Industry
• “BCM is just a requirement”
• Physical Infrastructure
• Clients do not want to spend on DR Sites
• Vulnerability to disasters and outages
• Capacity Balancing
• Technology (Hardware and Software)
• Disaster Recovery Prioritization
• Licenses
• Lead Time
• Wear and Tear
• Changing Geo-Political Scenario
• Documentation

8. • Client and Regulatory Requirements
• Multiple Clients, Multiple (and Unique)
Requirements
• Ever Increasing Client Requirements and
Demands
• Client Attrition
• Customer Outage is A BPO Outage
• Differing Testing Requirements
Winning Over the Challenges
• Involve the client in building “their” BCP.
• Create a BCP Team from your BPO operations.
• If possible, create collaboration between clients and operations
teams.
• Build plans based on contract.
• Identify scope and limitations of the BCP.
• Set expectations with the client.
• Design test plans to suit multiple clients.
• Test plans with the client.
• Workforce
• Volume and Skills
• Attrition
• Health
• Employees’ Union
• Internal
Communication
• Create a “reserve pool” of talents as a recruitment strategy.
• Cross-train staff (SKILLS) Educate ALL staff (BCP-DR)
• Train agents and supervisors on disaster recovery processes and systems as part of the
on-boarding process and provide frequent refreshers.
• Health insurance.
• Work-life balance programs
• Create value for BCP among employees.
• Call Tree is not very effective in a BPO. Automate emergency communications through
mass messaging.

9. Winning Over the Challenges
• Technology (Hardware,
Software and Infra)
• Disaster Recovery
Prioritization
• Licenses
• Lead Time
• Wear and Tear
• Geographic redundancy – this ensures that even if one hosting site goes down, all
functionality switches over to the second site.
• Flexible connectivity options – this ensures that you get calls to agents even if
some options are failing.
• Flexible call routing – guarantees that you can make quick changes to call routing
rules depending on the situation.
• Scalability – make sure that your provider can scale you up immediately should
you need to add more capacity.
• Utilize an Asset Management System.
• Collaborate with suppliers and providers.
• Adopt Supply Chain Resiliency
• Some applications may be better developed internally.
• Assign dedicated disaster recovery resource - preferably a team instead of just one
person
• Fully test your internal disaster recovery plan 1 – 2 times per year (evacuation,
meeting places, communication, etc.)

10. Winning Over the Challenges
• Data Confidentiality, Integrity and
Availability
• Information Security Risks
• Uptime Guarantee (E.g. 99.99%) /
24x7x365 Operations
• “Locked-down” Operations
• Aside from BCP, build an IT Disaster Recovery Plan (ITDR)
• Integrate Information Security Policy with BCP/DR
• Information Security Risks and data protection policies should form
part of the BCP and DR
• Invest on a robust and resilient technology infrastructure
• 99.99% uptime guarantee – redundancy is great but useless if the
system is not available when you need it.
• Be ready to use manual security instead of automated for locked-
down operations.
• External Dependencies
• Voice, Data and other Utilities
Providers
• Equipment, Logistics & Basic
Necessities
• RTO and SLA of Dependencies
• Involve service providers in the build of the BCP/DR
• RTO and other recovery objectives of the dependencies should be lower
• 24/7/365 Support – ensure the vendor is there to give you the support
in case of an emergency no matter what time of day
• External dependencies should be involved in the testing and exercises
• System Health Checks – Ensure that the vendor is able to provide you
with testing services for the hosted solution

11. Winning Over the Challenges
• Physical Infrastructure
• Clients do not want to spend on
DR Sites
• Vulnerability to disasters and
outages
• Capacity Balancing
• Do not put all your eggs into one basket.
• Choose an operations and recovery facility in priority grids
• Carry out a Site/Facility Risks Analysis
• Consider the equal/near equal distribution of resources and capability
between operation and recovery sites.
• Ever-evolving Industry
• “BCM is just a requirement”
• Changing Geo-Political Scenario
• Documentation
• Consider the scenario where all clients from a certain country pulls-out
their business due to a law or economic policy.
• Include this challenge in your risks analysis.
• Innovate and diversify products.
• Invest on research, analytics and marketing strategies.
• Sell to management first.
• Involve ALL employees, not just key people in the BCP
development, trainings and tests.
• Automate but never lose the “human touch” especially with BIA and Strategy
Planning.
• Plan for transition due to attrition and movement of BCP Team.

12. KEY TAKEAWAYS
• EMPHASIZE OWNERSHIP OF BCM
• ALWAYSCONSIDER THE PEOPLE FACTOR
• COLLABORATE(INTERNAL, EXTERNAL&
CUSTOMERS)
• BE TRANSPARENT WITH YOUR CLIENTS
• TEAMS & PLANS NEED TO EXIST & PERSIST
• MAINTAIN & SUSTAIN
• PRACTICE, PRACTICE, PRACTICE!
• TEST, TEST, TEST!

13. Thank You!
I am now ready for your questions.