Don’t let cost-cutting compromise the contact centre

Global business has yet to recover from the 2008 recession, and local business continues to battle with a volatile currency that makes imported goods very expensive. In such an environment, and with their balance sheets under pressure, many companies see disaster recovery for their contact centres as area that can be underfunded.
Nothing could be more ill-advised, says Rudy Sutton, solutions architect at ContinuitySA, Africa’s premier provider of business continuity management services.

“Your contact centre is your lifeline to customers and business partners, to compromise its ability to recover from a disaster would itself be disastrous, and would threaten the company’s business continuity – something that boards are focusing greater attention on these days.”

Sutton offers a tip for helping business continuity managers navigate cost-cutting directives when it comes to the contact centre: Don’t be blinded by big brands. He argues that too many corporates and their IT departments tend to equate functionality with big brands.

“Actually, the up-and-coming brands frequently offer a greater range of functionality than their more established competitors,” he says. “Nowadays, it’s often the case that a Korean automobile offers the same features (or better) than a much more expensive German vehicle. What’s important is the functionality, not the name. Modern manufacturing techniques are driving the prices of anything with a technology component lower all the time.”

It’s true that many corporate employees rely on big brands to provide, in themselves, justification for any purchase. There’s very good reason for the quip, “Nobody ever got fired for buying IBM.”

Still, is there some truth in the assumption that big brands do have better performance values, and stand by their guarantees?

Sutton believes not, and says that companies need to do their homework by accessing test and technical information that shows performance levels. “The newer brands typically offer better guarantees and better service because they are building their reputations,” he notes.

Another benefit is that these up-and-coming brands often offer better, more streamlined training, meaning that obtaining product certification is both quicker and less expensive.

“Your contact centre is a vital part of your business,” Sutton concludes. “Don’t let a preoccupation with big brands create a reason to compromise your disaster recovery plans for it.”

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Our People

Allen Smith, Executive Chairman

Allen Smith, Executive Chairman

Michael Davies, Chief Executive Officer

Maxine Arnold, Chief Financial Officer

Maxine Arnold, Chief Financial Officer

Bradley Janse van Rensburg

Bradley Janse van Rensburg, Solution Design Manager

Mark Beverley, General Manager: Service Delivery

Wayne Reed, General Manager: R&D

Cindy Bodenstein, Marketing Manager

Miles Murray, General Manager: Sales

Miles Murray, General Manager: Sales

Tracey Linnell, Business Continuity Management

Tracey Linnell, General Manager: Advisory Services

About Us

ContinuitySA is the African continent’s leading business continuity management company.

Our team of highly skilled and qualified industry experts  can help prepare for and deal with potential threats to the optimal functioning of any business, as a result of unforeseen or sudden disruptions due to human error or natural events.

ContinuitySA provides clients with total business continuity solutions and complete outsourcing services, through a comprehensive range of professional services backed by an unrivalled nation-wide infrastructure of facilities, including product offerings and resources.

Our services are focused on the provision of complete business continuity planning, among which include:

•             Risk management,

•             Business impact analysis,

•             Business continuity plans,

•             Crisis management planning,

•             Provision of IT and business recovery facilities including office, contact centre, treasury dealing rooms and back-office Wintel, midrange and mainframe recovery areas. All of these technologies are supported by skilled technical personnel who assist in successful Business Continuity Plan testing and have experience in recovering from actual disasters.

We operate the largest recovery facilities in Southern Africa, with over 25000 sq/m of facilities in Gauteng (Midrand and Randburg), a smaller site in Cape Town of 3000sq/m as well as a 1500sq/m site in Gaborone, Botswana.

Contact Us

Gauteng

Unit5, Growthpoint Business Park

Corner Old Pretoria and Tonetti Road

Midrand

1685

PO Box 2638

Midrand

1685

Tel: + 27 11 554 8000

Fax: + 27 11 554 8150

 

Sales and Marketing:             

Office: (011) 554 8000

Fax: (011) 554 8050

Email: info@continuitysa.co.za

 

Western Cape

15 Maritz Street

Belville

Cape Town

7530

PO Box 897

Sanlamhof

7530

Tel: +27 21 917 5400

Fax: + 27 21 945 2762

 

ContinuitySA Botswana

Street  No 268

Private Bag 00346

Phakalane , Gaborone

Botswana

Tel: +267 360 6600

Fax: +267 318 1930

 

ContinuitySA Mozambique

Rua De Souza 18

Matola

Mozambique

Tel: +258 2172 6000

 

ContinuitySA Randburg

308 Kent Avenue

Randburg, Gauteng

Tel: 011 438 6889

 

ContinuitySA Somerset

Office: (011) 438 6889

Continuity Grove Offices

Block C, Olive Grove

Kynoch Road

Somerset West 7130

www.continuitysa.com or www.continuitysa.co.za

Tel: 021 917 5400