8 - Percentage Routing - Disaster Recovery

The summer 2007 floods also affected the Head Office of a financial institution. Whilst the Head Office building was not affected, due to the flooded roads, many members of staff could not get to the office. In addition, the mains water supply to the Head Office was contaminated making the building temporarily unusable.

This meant that a number of the staff from this office were temporarily relocated to local branch offices. Using the percentage routing facility, all incoming calls to the HO 0800 number were routed to the branch offices. Dividing the calls between the branch offices in this way ensured adequate staffing levels to answer the calls and meant that customer service levels were unaffected.

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