Our Customer Services Team will liaise with you to ensure that all technical and telephony requirements are professionally managed. Of course, if you have an in house IT provision that needs to be involved we will work with you to ensure calls are diverted and presented seamlessly to us.
Our Technology, Resilience and Contingency procedures include:
- A well thought out disaster recovery plan and significant investement into creating the maximum resilience possible.
- Dual internet suppliers to protect against loss of internet access and e–mail services.
- Dual telephone connectivity giving a contingency should one of the line carriers fail. We use both BT (www.bt.com) and Virgin Media (www.virginmedia.com).
- Servers and telephone systems are protected against temporary power loss with UPS.
- Servers are mirrored with equivalent systems that means in the event of hardware failure we would be able to recover very quickly.
- IT and telephony is comprehensively monitored and supported 24⁄7. In the event of a problem we have 24⁄7 support contracts with ALL of our IT suppliers covering all of our network, hardware, servers, telephone systems, software products.
- Our support partners are chosen from leaders within their fields. For example Dell (www.dell.co.uk), BT (www.bt.com) Virgin Media (www.virginmedia.com) Call Centre Technology (www.callct.co.uk), ITS (www.it-solutions.gb.net). Verint (www.verint.com) Q-Max (www.qmax.com)
Business Continuity
In the case of disaster or emergencies where we would be unable to access our site, or need to evacuate, we have a number of options available to us and our customers. You may want to consider our full business continuity service where Office Response set up a ‘mirrored’ replica of your service and call handling processes with a strategic partner. Our partner uses the same software, applications and configurations and works closely with Office Response to ensure all contingency matters are considered.
Management Support
As we operate 24/7/365 it is vital that someone is available to react to business matters – whether this is operational, technical or relating to resourcing and staffing. To ensure we have provisions in place to alert us of any issues, we operate a 24 hour ‘On Call’ procedure throughout our senior management team. This means that a figure of authority and responsibility is available to call by out of hours management if they need to escalate a problem. Our senior management are then available 24/7 on the telephone or with remote access systems or to be present on site within a 1 hour window if required.
Resilience and Data Security
As well as daily backups including server system state data (required for a full systems rebuild) and switch configuration information, our core call handling software is mirrored to another server allowing for the transfer of call handling to a backup system. These daily back ups are stored in a secure FireSafe box during business hours and taken off site every evening.
Illness / Pandemic Contingency
Although our contact centre is open plan, and provides a spacious working area for staff, any group of people working together creates an environment in which infections can be spread. During February 2007 we experienced a flu outbreak that affected a significant number of staff. In this instance we pulled resources from other areas of the business to handle calls without disruption to service – we successfully used this policy again recently when the country was severely affected by snow. With our current call volume projections, resourcing and contingency procedures we are confident that our resourcing contingencies are robust. In addition, as described in the business continuity procedures above, we can always refer to our strategic partner or ‘off-site’ solutions for resourcing and operational continuity.
Our dedicated sales team will offer you professional advice about using call answering to assist your business
