BY DONNA FLUSS
A Disaster Waiting to Happen?
Business continuity and disaster recovery are often overlooked
N A J U L Y 2 0 0 8 S U R V E Y of 187 end-user 60.2 percent of companies are not routinely testing
organizations on the topic of contact center disas- their core contact center infrastructure. This leaves
ter recovery (DR) and business continuity (BC), them open to unexpected but avoidable failures. And,
DMG Consulting found that the majority of con- when contact centers implement a new or enhanced
tact centers are at risk of avoidable failures and disrup- solution, only 49.7 percent are confident that the new
tions. Surprisingly, only 36.7 percent of companies are capability is thoroughly tested and will not disrupt their
confident that they can operate without serious impact operations. (See Figures 3 and 4.)
on service quality and the customer experience during a These numbers point out that too many contact cen-
disaster. This is because most contact centers either do ters of all sizes, around the world, are not taking appro-
not have a disaster recovery and business continuity priate actions to minimize the impact of disasters or
plan, or are not keeping it up to date. Only 4.7 percent even system and process changes in their own environ-
of companies test their DR and BC plans on a monthly ments. Planning, combined with limited investments in
basis. This leaves 95.3 percent of contact centers at risk disaster recovery, business continuity, and ongoing in-
of a severe meltdown in an emergency situation. (See ternal testing and monitoring, can greatly reduce the
Figures 1 and 2.) risk and impact of failures.
Even more worrisome, only 45.6 percent of compa-
nies test or monitor their contact center’s routing and Donna Fluss (email@example.com) is founder and president of
DMG Consulting LLC, the leading provider of contact center and analytics
queuing capabilities at all. Of these companies, only research, market analysis, and consulting. To obtain a free copy of this
39.8 percent test or monitor monthly. This means that disaster recovery/business continuity report, visit http://tinyurl.com/4fan4y.
Figure 1: Confidence level that current