Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers

Empirix Inc. has announced the availability of a new DMG Consulting research study titled, ‘Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers.’ The report, sponsored by Empirix, focuses on call centres / centers and their plans for maintaining business continuity.

The benchmarking study was conducted in August 2008 and surveyed contact facilities from all over the world surveyed on questions covering four key readiness areas: disaster recovery and business continuity; applications and systems testing; ongoing verification of applications and call flows; and hosted infrastructure and applications.

A summary of some findings includes:

- Only 36.7 percent of companies are confident that they can survive a
disaster or business disruption without seriously impacting their customers.

- Among companies with an established process for disaster recovery,
63.3 percent of managers were less than confident that the process would produce the desired results in case of a serious outage.

- Testing is a weak area, with only 42.7 percent of respondents conducting business continuity testing annually or more frequently.

- 20 percent of contact centres / centers responding do not have a
disaster recovery plan at all.

Respondents were asked to describe their approach to disaster recovery or business continuity. Responses were:

- Conduct business as usual with lower SLAs : 30.7 percent
- Provide only basic coverage for calls : 25.3 percent
- Conduct business as usual with unaffected SLAs and unaffected customer experience : 18.7 percent
- Prioritize sales and customer service transactions, but hold off on handling other types of transactions : 18.0 percent
- Handle business as usual and at peak load conditions without any impact on SLAs : 8.0 percent.

A complimentary PDF copy of this report is available from www.empirix.com/drsurvey after registration.

•Date: 10th Sept 2008• Region: World •Type: Article •Topic: Telecoms continuity
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