Disaster Recovery
In the event of a building disaster, the existence of numerous geographically-separated customer interaction centers afford us the ability, with the co-operation of the telecommunications supplier, to transfer calls to an alternate location in a very short period of time. This allows for a virtually uninterrupted service to our clients.
All file servers, which contain the call detail logging software, are on a separate uninterruptible power supply and are fully backed up on a rotational daily basis. Weekly backup tapes are stored off site.
OLS's centers are connected to the remainder of the world by a self-healing, fully-redundant high-density fiber-optic system. This system operates and switches at SONET level speed, which is transparent to any users. All transport networks are measured at 99.999% (one minute of outage per year) level of availability and reliability.
Disaster and Emergency Recovery Business Resumption Plan
In the event of a call center disaster, immediate action would be taken to create awareness to all call center associates. A communication plan exists today that is comprised of the following:
- Key management associates have been identified within the center and have disaster recovery procedures at their homes, which include employee rosters with current names and addresses.
- Employee lists have been divided among the management teams. Each manager would contact those employees on their list and make them aware of the disaster.
- An employee call-in information number has also been designated to ensure that the communication loop remains unbroken.
- Contact Center Management staff would immediately execute the disaster recovery plan to establish a “hot site” if necessary with timeframes designated for determination as to whether a hot site strategy is necessary.
- For outbound telemarketing programs, redundant data exists at the regional level and calling lists can be moved to other centers for continuity of calling.
- Duplicate copies of all education materials are also kept by the program manager at the regional level to ensure all necessary information is available in the event of disaster.
- For inbound sales/service programs, calls can be re-routed to other inbound centers for interim periods of time based on the level of disaster and the competencies required.
- All management staff can be mobilized to other regionally diverse call centers for program continuity and appropriate focus.
Facility Contingency Plan/System Disaster Recovery
OLS's centers have been located in geographically diverse areas to ensure continued service in the event of a disaster. In the event of a disaster, calls can be diverted to other sites not affected to ensure minimal customer interruption. Key call center staff can also be transported to alternate OLS locations to ensure program implementation consistency if required.
OLS has chosen "second tier" cities that have the capability to provide alternate "hot sites" within the geographic area should we require their use. The sites are equipped with the appropriate telecommunications infrastructure to allow OLS to establish connectivity as necessary.
An additional important feature of campaign performance is reliability. OLS uses several measures to ensure campaign continuity.
Redundant Data Storage: Each client has its data and application stored on two separate disks to protect against data loss due to disk failure.
Data Back Up: A system back up procedure is in place, with nightly, weekly and monthly (full system) back ups which are stored in a fire proof safe.
System Processors: Our systems have multiple processors and redundant data storage.
System Power Supplies: All systems are supported by uninterrupted power supplies (UPS).
Back-Up Generators: Our sites have a back up diesel generator that can sustain power for 5-6 days in case of extended outages.
Manual System: All projects have a paper “call record form” so that calls can be taken in the event the system is not functioning.
Monitoring: System availability and other significant performance factors are closely monitored and reported on a daily and monthly basis.
Phone Systems self healing fiber ring SONET: Our T1 lines come in through more than one office, and traffic can be moved along alternate T1s quickly in the event of a T1 failure. Each component of our system is internally redundant.
OLS's call centers are also maintained through a Wide Area Network (WAN) that allows maximum flexibility for data and call routing. We are confident that in the event of a disaster, our contingency plans will ensure minimal customer interruption for the client. |
