A recent annual survey by recruitment firm Harvey Nash Group and accounting firm KPMG showed that cybersecurity vulnerability, as demonstrated by the latest ransomware cases, is at an all-time high.
In fact, the research detailed that almost a third of IT leaders (32%) admitted that their organisation had been subject to a major cyberattack in the past 24 months — a 45% increase from 2013. Even more concerning, only one in five (21%) say they are “very well” prepared to respond to these attacks, down from 29% in 2014.
Once a data breach or cyberattack hits, customers have little patience with not being able to reach your company. They wonder, has my provider been hacked or, worse, had a ransomware attack? Has my data been compromised? If they can’t contact the organisation, customers are quick to call another provider.
Even if customers cannot switch to your competition immediately, they will become quickly frustrated and concerned when you experience an outage in your contact centre.
But, cyberattacks are not the only reason for downtime in your contact centre. Natural disasters, planned maintenance, service interruption or an unanticipated spike in volume that exceeds capacity can all be causal factors for unavailability. The costs can add up quickly for any outage.
Not only do you incur the costs of lost productivity and revenue, but you also incur the loss of goodwill with your customers and prospects, and potentially with investors and the broader market. Any outage seems to hit the nightly news and Twitter feeds almost daily. How companies communicate with customers can either help resolve a bad situation or amplify it into a full-blown media disaster!
An August 2016 survey by Information Technology Intelligence Consulting (ITIC) finds that 98% of organisations say a single hour of downtime costs over $100,000. A further 81% of respondents also indicated that 60 minutes of downtime costs their business over $300,000. And a record one-third or 33% of enterprises report that one hour of downtime costs their firms $1 million to over $5 million.
Yet there are ways to mitigate the risk associated with unplanned downtime or capacity spikes. One example would be to use CxEngage Standby Cloud solution. When the need arises, this system allows customers to redirect phone numbers to the CxEngage Standby Cloud instance. From there, it’s business as usual.
There would be no need for a contact centre with this solution to publish a new set of numbers to their customers, as calls and SMS can be easily rerouted. Also, agents can log into the CxEngage toolbar, access via your CRM, or dial in on a mobile phone.
Serenova’s call centre disaster recovery solution provides even remote agents with a means to recover from a localised event such as workstation failure or the loss of landline or internet connections. In fact, remote agents can now log into the queue by calling into an IVR via their mobile or landline – no internet connection needed.
This blog post has been re-published by kind permission of Serenova– View the original post