- When a disaster strikes, an ounce of preparation can go a long way.
- Automation, such as interactive voice response systems (IVR), has helped shore up contact center operations to aid people in need. It is available 24/7 without contact center staff.
- Disaster prep should include load planning, capacity testing, preparedness auditing, and managed disaster recovery service.
Budgets can be tight at health insurance companies. There’s tremendous pressure on administrative departments to reduce overhead costs, and that can result in some very tough budgetary decisions.
Nowhere is that more evident than in contact centers. Balancing technology and cybersecurity with human staffing needs always presents a challenge. Given this pressure, one important project that often lands on the chopping block is disaster recovery planning.
However, disaster preparations are necessary for ensuring the effective servicing of members during times of crisis. Good disaster recovery can prevent long wait times and disconnections with people who may be in desperate need. Thankfully, planning doesn’t need to be labor—or resource—intensive for insurers.
Why Does Disaster Recovery Matter?
Fortifying your network against everything from large-scale malware attacks to hurricanes, earthquakes, and fires can seem daunting. The scale of threats can feel so distant and abstract that disaster prep can seem like a superfluous line-item.
But when a real disaster strikes, an ounce of preparation will go a long way. When Hurricane Harvey hit the Gulf Coast in 2017, downtown Houston was decimated by flooding and wind damage. The physical infrastructure that supports communication systems was deeply impacted, including the customer care systems at a major health insurance provider.
Thankfully, that provider had done their due diligence when it came to disaster prep. Utilizing the proprietary Cisco “active-active” redundancy model as protection—a system that connects core operational systems from disparate cloud-connected locations—they were able to redirect member requests to contact center representatives without disruption. Their main location was under water, but members could still access valuable services.
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Automation and Self-Service
During a natural disaster, the need for contact centers will often increase. 2018 was the deadliest and most costly wildfire season in California history. Whole communities were evacuated. Many people lost all their important documents along with their homes. With no insurance cards and policy documents, they reached out to customer service to get that valuable info.
Automation has helped shore up contact center operations to aid people in need. Most contact center interactions for insurance providers go through automated interactive voice response (IVR) systems before a contact center agent is assigned. IVR gives members access to information on claims, eligibility status, policy updates, and more. And it’s available 24/7 without contact center staff.
IVR systems are especially valuable in the event of an evacuation that impacts contact center staff. Members and doctors’ offices can still access necessary information and ensure their access to care in the provider network, all while customer care representatives at the main location are moved to safety. When requests need to be escalated to an agent, they can be redirected to facilities that weren’t impacted by the disaster.
In fact, Cisco Webex Contact Center (previously named Customer Journey Platform) allows at-home and remote agents to connect using their cell phones or landlines. That way, they can work from anywhere with power and network connectivity. During a major snowstorm that can mean the difference between traveling to the office in hazardous conditions and working safely from the comfort of home. In the case of evacuation, this technology can allow people to stay connected to their job from a friend’s or relative’s house.
What Does Disaster Recovery Planning Entail?
Preparedness means more than ensuring fire extinguishers and first aid kits are in place. For your contact center, disaster prep should include:
- Load planning
- Capacity testing
- Preparedness auditing
- Managed disaster recovery service
ATSG can implement disaster recovery protocols through our managed disaster recovery service. We can help you get set up so that when the worst happens, you can rest easy knowing that we’re taking care of your data center and contact center needs.
Learn more about how to prepare for a disaster by reading our industry brief: How to Set Up An IT Disaster Recovery Plan.
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