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Business Continuity Planning |
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Business Continuity Planning (BCP, also known as contingency planning, disaster recovery, or crisis management) is the process of planning, preparing, implementing, and testing an organisation's capability to sustain critical business functions when normal operations have been unexpectedly disrupted. Business continuity planning involves the development and implementation of emergency response procedures designed to maintain the continuity of critical business functions along with the timely recovery of disrupted services.
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The stage
In the business world risk is ubiquitous, and crises can arise unexpectedly from many quarters i.e., from the failure of critical equipment, computer viruses, exchange rate fluctuations, loss through fire, water damage, terrorism, pandemics, chemical spills, through to extreme natural disasters. Risk is a "wild card" that can be dealt at any time and which may either partially or completely disrupt an organisation's operations and services. For this reason business continuity plans need to be well designed, encompass all of an organisation's critical functions, and be updated frequently. Given the lessons of September 11, Mississippi disasters and the current bird flu threat businesses are being forced through necessity to look hard at the issue of BCP.
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Management Briefs...
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Call Centre Representatives |
A Call Centre is a department within a company, or a third-party organisation, which manages telephone sales and/or services. The term "Contact Centre" may also be used, and this relates to the primary purpose of the centre i.e. receiving incoming calls from customers that desire to make contact with the organisation. The name "Contact Centre" may also reflect the multiple channels through which customers can communicate and make contact with the centre e.g. email, fax, telephone, web sites.
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