Contact centre fire underlines disaster recovery importance

COMPUTING

|
Image: By BiztechAfrica
Contact centre fire underlines disaster recovery importance

A recent fire at a South African contact centre has underlined the importance of a disaster recovery and backup plan, reports Jasco.

The fire caused significant damage to Blake’s call centre building in Durban, South Africa. However, a fast, efficient recovery saw 90% of agents back at work by the next Monday morning, albeit at different locations, thanks to quick action by every one of Blake’s team, including founder Howard Blake; Blake’s Interactive team; and partners like Jasco ICT.

Says Paul Fick, Divisional MD at Jasco Enterprise: “Blake is an important client with whom we have developed a close relationship in the 10 years that we have provided the organisation with their call centre infrastructure including an Avaya contact centre platform, a dialler, and a voice recording solution.

As Blake’s Durban call centre building housed call centre agents for Blake and the JD Group, a significant shareholder in Blake, as well as all the contact centre servers, diallers and recorders for Blake and the entire JD Group Financial Services contact centre, the fire was a potentially debilitating disaster for the organisation. We reacted quickly, mobilising all staff at our Durban branch as well as others at our head office to help with disaster recovery.”

When the fire started in the offices of another company in the building, sprinklers and water from the fire fighting teams quickly doused the flames. However, this caused significant water damage, with Blake’s offices under five or six inches of water. Smoke from the fire added to the challenge and, in addition, the gas-based fire suppression system in the data centre triggered, leaving the data centre saturated, and uninhabitable.

While Blake’s interactive team worked fast to remotely get servers back up and running, it was determined by Sunday morning that no-one would be able to enter the offices. Staff had to be relocated to keep the call centre support services for Blake’s clients and the JD Group working.

“The Jasco Enterprise team set to work to order headsets and telephone instruments from our suppliers, couriering everything from Johannesburg to Durban. These were deployed to the alternative sites and our technology teams were onsite to install them and get them working. It was a considerable feat. No production time was lost and by the following Friday, all 180 JD Group staff were also up and running,” says Fick.

A key success factor, stresses Fick, was that Blake had its disaster recovery and business continuity plans in place, staff roles were clearly defined and everyone, including trusted partners, knew how to respond to get the business back up and running quickly and efficiently.

There was an element of luck on our side, but mostly the fast recovery was thanks to the extremely professional way that this disaster was managed. Says Fick: The diesel generators started up when electricity was cut, giving the Blake team time to close down the servers in an orderly fashion, while the CCTV system fed real-time information on the status in the data server room throughout. In addition, the call centre operations and management teams could act on the information, putting in action the disaster recovery plan to deal with the physical and consequential damage.”

Howard Blake and the management team at Blake were on the scene from Saturday evening until the late hours of Sunday evening. On the following Monday it was work as usual at Blake. The call centres were back online, working and functioning as usual.



Share the News

Get Daily Newsletter

comments powered by Disqus

MORE COMPUTING NEWS

WiniGroup, Ivetec train 500 Babcock lecturers on TCCDR

The 500 lecturers of Babcock University, Ilishan-Remo, Ogun State, have undergone a comprehensive training on technology usage on the platform of Total Classroom & Campus Digital Revolution (TCCDR) Project embarked upon by the university, which will see all their lecture rooms wirelessly connected. Read More

MainOne supports call for in-country data hosting

The management of MainOne’s Tier III Data Center, MDX-i is lending its voice to the call by the Office for Nigerian Content in Information and Communication Technology for Nigerian companies to host their data in-country, to avoid further foreign exchange losses. Read More

The importance of big data for Africa in 2016

Understanding big data, as a concept and an offering, will have a massive impact on the African continent, says PBT Group. Read More

Ericsson Data Analytics solution captures rise of the Internet of Things

Ericsson has launched the User & IoT Data Analytics solution that will help operators improve internal efficiency in managing data from subscribers and Internet of Things (IoT) devices while exploring new cross-vertical IoT applications. Read More

More network decomposition expected in 2016

Jason Dover, Director of Product Line Management at KEMP Technologies, looks at the changing network and more technology trends to look out for in 2016. Read More

Automotive Display Systems to grow to $18.6bn by 2021

Driven by continued innovation in vehicle connectivity and safety technologies, global revenue from automotive display systems will grow at a compound annual growth rate (CAGR) of more than 11 percent to $18.6 billion by the end of 2021, says IHS.  Read More

Rack Centre honoured with Data Centre Impact Award

Rack Centre, Nigeria’s Premium Data Centre provider, has won the 2015 Data Centre Dynamics Award for Europe, Middle East and Africa (EMEA) region in the Data Centre Impact Category. Read More

ITU members agree international standard for Big Data

ITU members have approved the first ITU standard on Big Data. The international standard details the requirements, capabilities and use cases of cloud-based Big Data as well a high-level ‘system context’ view and its relationships with other entities.  Read More

Ovum: move to digital services biggest telco IT trend to watch in 2016

Personalising the customer experience, improving operational efficiency and moving to new delivery models are some the top IT trends to expect from telcos in 2016, according to global analyst firm Ovum. Read More

10 hot consumer trends for 2016

Ericsson ConsumerLab's report on the 10 hottest consumer trends for 2016 and beyond finds that consumers believe artificial intelligence will soon enable interaction with objects without the need for a smartphone screen. Read More

PRESS OFFICES

Sage EnterpriseSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4AfrikaNetworks Unlimited

FEATURED STORY

Viber Spreads Good Vibes in Africa with the introduction of public chats Viber Spreads Good Vibes in Africa with the introduction of public chats

Viber, one of the leading messaging and calling apps with more than 664 million unique users worldwide, has opened its latest social channel ‘Public Chats’ to partners in Africa and the Middle East. 

IN DEPTH

Poised for greater heights – Roshi Motman, AfricaCom CEO of the Year WinnerPoised for greater heights – Roshi Motman, AfricaCom CEO of the Year Winner

Roshi Motman is not your average CEO. Since taking up the reins as the first female CEO of Tigo Ghana in 2014, she has led the Tigo brand through a remarkable transformation. 

COMPANY NEWS

DStv Eutelsat Star Awards winners named

Students from Ghana and Zimbabwe have scooped top honours at 5th edition of DStv Eutelsat Star Awards organised by MultiChoice Africa and Eutelsat.