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, and an incredibly dedicated staff we were able to maintain 100% availability during and after the historic flooding that occurred in Houston.
Disaster Preparedness Planning
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 is the 4-Step Disaster Recovery Plan Checklist that we used to stay safe during Hurricane Harvey.
1. Employee Briefing Plan
First, we briefed the employees on planned office closures, special schedules and schedule changes, and any evacuation guidelines or procedures that would have to be followed if needed.
2. Designated Points of Contact
Second, we identified a designated point of contact for 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.
3. Equipping Agents for Remote Access
Third, we made sure to have enough "Remote Agent Technology Packages" for each call center agent. This included everything they need to continue to answer and make calls, texts, live web chats and emails:
- Mobile Hotspot
- Secure Two-Factor Authentication VPN connection
- Battery Pack
4. Third Party Backup Call Center
Lastly, we have established third-party call centers in the east and west coast of the U.S. We were prepared to use them if the bad weather persisted. Luckily, our agents were not in any danger zones so we did not have to execute either of the back up call centers.
- Massachusetts based call center
- California based call center
Some organizations may not have the resources to go through this amount of disaster preparedness, but that is the very reason we confidently refer to ourselves as a "reliable partner."
You can get the extended version of this blog and learn more about how we continue business during hurricane seasons.