4 Disasters Data Backups Will Help You Avoid

Chris Key looks at 4 easily preventable data disasters.

1. Loss of contact information

The loss of a contact information database can mean different things to different organisations. For many, the loss of customer contact data can mean lost agent productivity.

This can go hand in hand with the risk of not being able to deliver the customer service your clients are used to. Back up your data to ensure that any loss of data can be restored.

2. Loss of call recording history

Retaining call detail records is a mandatory requirement for Ofcom compliance. If they are lost, that’s a breach.

Much like the loss of contact information, the loss of a call recording history database can have a further implications, depending on how you choose to use these recordings.

For example, a call recording history database provides evidence of business or ensures compliance with regulatory procedures. If you don’t have a backup, you run the risk of losing precious recordings that you may need to prove accountability.

Without having backups of your invaluable call records, you could also lose out on critical learning and development opportunities to hone customer service.

Don’t run the risk of losing precious information. Always ensure you have a suitable back-up option for call records.

3. Server runs out of memory

A busy call centre can generate millions of database records and call recordings per week. The main VoIP codec used today is G711, which runs at around 100kbps. A recording at this speed reaches a file size of 360mb per hour, per agent.

It is therefore very important to stay on top of your data in terms of strategy to move it and back it up. If a server fails due to lack of memory, it becomes a real possibility that you will not be able to store new data.

4. Customer service level

In the event of a lost database and unavailable customer contact information, loss of call recording or even running out of server memory to store new data, you jeopardise customer service.

Agents aren’t able to access customer contact information to make important calls or schedule call-backs. A loss of call recordings takes away any accountability you may have as an organisation. This is especially important if this information is needed as a reference at a later date.

If your server runs out of memory and new or existing customer information cannot be stored – you risk new and current relationships.

Do you know who’s responsible for your data backups? Whether your servers are on premise or you use a hosted provider for a cloud contact centre, you need to make sure responsibilities are clearly outlined and your data backups are happening. Think ahead to avoid data disasters which could have a big impact on your contact centre operations.

With thanks to Chris Key at Hostcomm