Disaster Recovery Plan
A Business Continuity Plan is another word for a Disaster Recovery Plan.
In other words a plan in case there is a serious problem for the contact centre
- Snow so nobody can get into the office
- A fire in one location
- A power outage in one location
- A product recall
These are all pre-prepared plans that you will put into effect if the disaster happens.
As regards to what proportion of budget then that all depends upon how mission critical your business is.