It’s now been a month since we put in to place our home working disaster recovery plan in reaction to the COVID 19 situation.
We were much more fortunate than many organisations as we had a business continuity plan, resources and understanding customers that allowed us to move to 100% homeworking in the space of a few days. Having a robust disaster recovery plan that actually worked was invaluable.
We had been storing and updating 15 laptops for remote use for the last year, all using secure FTP for access to our customers call and CRM databases. Admittedly we ever envisaged a global pandemic, our disaster recovery plan assumed some issue with our building but it worked perfectly none the less.
Unfortunately, many companies who had merely paid lip service to business continuity struggled to service their clients and obtain necessary resources (laptops, secure file sharing etc).
The net result was no loss of quality assurance service levels and all our quotas were met. Providing seamless support to contact centres who are under so pressure at the moment has given us a great deal of satisfaction.
We continue to support our homeworking agents with regular meetings, screen sharing training sessions and on-hand support. Our data is handled securely and has the following accreditation:
EU GENERAL DATA PROTECTION REGULATION (GDPR)
EU-U.S. PRIVACY SHIELD AND SWISS-U.S. PRIVACY SHIELD
ISO 27001 (INFORMATION SECURITY MANAGEMENT)
ISO 27017 (CLOUD SECURITY)
ISO 27018 (CLOUD PRIVACY AND DATA PROTECTION)
ISO 22301 (BUSINESS CONTINUITY MANAGEMENT)
Obviously our high street clients have had to suspend their mystery shopping programmes but we are fortunate enough to provide doorstep mystery shopping and compliance checks to a number of online supermarkets who have been busier than ever.