Part 2 of our three-part case study review details how, thanks to an effective business resilience plan, ContinuitySA was able to help a large services company survive a prolonged strike.
This client is totally dependent on its 24/7 call centre to receive requests for assistance from clients and dispatch service teams to where they are required. So when militant strikers barricaded the entrances to the call centre, its whole business was put in jeopardy.
Luckily, the company had a contract with ContinuitySA. The contract covered replication, back and recovery services, as well as work-area recovery seats for back-office and call-centre workers.
ContinuitySA had also helped them develop their initial BCM plan a decade previously, but it had never been updated and properly tested owing to budgetary constraints.
As may be imagined, this is a business that cannot afford downtime. When agents could not report for duty, a disaster was immediately invoked. Within hours the ContinuitySA site had to begin receiving three daily shifts of 40 agents, plus a varying number of back-office staff.
Lack of proper testing soon revealed issues that took time and ingenuity to sort out. A further complication was the appearance of pickets at the recovery site; their extreme behaviour greatly increased the strain on both the client’s and ContinuitySA’s employees. In the end, however, the strike was concluded and normal business could resume again.
This is one client that has learned the true value of a regular programme of thorough testing to ensure that a BCM plan provides the resilience to enable the company to respond to whatever fate throws at it.