In the aftermath of Hurricane Harvey and Hurricane Irma wreaking havoc on Texas and Florida, many businesses had their disaster recovery and business continuity plans put to the test. Westpark Communications was no exception to this but with careful planning, robust technology, and an incredibly dedicated staff we were able to maintain 100% availability during and after the historic flooding that occurred in Houston.
When disaster looms Westpark Communications has defined internal processes that allow us to efficiently prepare for the worst. As a result, when tropical storm Harvey was dumping trillions of gallons of water on southeast Texas we were able to keep in contact with our staff members to ensure they were not in need of rescue or to assist them if needed, and we were able to continue serving our clients despite flooding, power outages, and Internet outages throughout the greater Houston area.
Here are 4 crucial planning procedures that allow for successful disaster planning:
Employee Briefing Plan
Westpark Communications briefs employees on planned office closures, special schedules and schedule changes, and any evacuation guidelines or procedures that need to be followed.
Designated Points of Contact
A designated point of contact for all employees is identified, and this information is relayed to all employees. Typically, the call center agents' point of contact will be their direct supervisor. We also made sure to verify all employees contact information in order to check on them.
Equipping Staff for Remote Access
Westpark Communications make sure to have enough "Remote Agent Technology Packages" for each operational staff member. This package includes:
- A laptop
- A headset
- A mobile hotspot
- Secure Two Factor Authentication VPN connection
- A battery Pack
Third Party Backup Call Center
Fourth, we have established third party call centers in the east and west coast of the U.S.
These planning procedures when combined with a full disaster preparedness plan will allow an organization to continue operations during a disaster situation.
Some organizations may not have the resources to go through this amount of disaster preparedness, but that is one of the reasons we confidently refer to ourselves as a "reliable partner."
The modern call center is heavily dependent on technology and is often molded around specialized hardware and software. Modern call centers are also heavily reliant on a robust network infrastructure. Westpark Communicaitons' business continuity is heavily dependent on technology so over our many years of operation we have continually invested in creating a fully redundant technology infrastructure with minimal single points of failure. You can expect rock solid uptime and crystal clear call quality thanks to our robust technology infrastructure!