7 - Alternative Routing Plan - Disaster Recovery

The UK Head Office of a well known camera manufacturer was affected by the summer floods in 2007. Whilst the office building itself was not affected, the inbound lines were out of order for five days before reinstatement by BT.

Fortunately, the company had put in place a Disaster Recovery Plan. This plan included provision of a standby call centre service (there is only one office in the UK) and alternative routing plans for their main number (0870). This enabled them to redirect the main 0870 number to the call centre for the five days, thus providing an uninterrupted, seamless service.

Also see:

• Case study 1 -Call statistics - Effective Marketing
• Case study 2 - Itemised Call Statistics - Quality Management
• Case Study 3- Call Recording + Call Statistics -Effective Management
• Case Study 4 - Call Recording - Market Research and Staff Training
• Case Study 5 - Area Routing - Reduce Marketing Costs
• Case Study 6 - Area Routing - Enhanced Customer Service
• Case Study 7 - Alternative Routing Plan - Disaster Recovery
• Case Study 8 - Percentage Routing - Disaster Recovery
• Case Study 9 - Ratio routing - Reduce Marketing Costs
• Case Study 10 - Call Whisper - Effective Marketing + Customer Service
• Case Study 11 - Call Recording - Marketing Assessment
• Case Study 12 - Call Options - Effective Call Handling
• Case Study 13 - Voice to email -Improved Call Handling and Customer Service