APPENDIX 14 - CALL CENTRE MANAGER CHECKLIST
1) Confirm the call out instructions.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
2) Inform company Call Center on duty staff andadvise situation.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
3) Report to Emergency Operation Centre for abriefing.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
4) In coordination with CMT, inform call centrestaff about the nature of crisis
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
5) Coordinate with VP sales & VP marketingregarding the management of passengers information via PHA.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
6) Assist Crisis Management Team where possible.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
7) Ensure that calls for booking are addressed normally.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
8) Ensure prerecorded messages are activated.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
9) Enquiry calls are also taken by the call center and the Appendix 7 (Telephone Enquiry Form) is filled by the call center for each enquiry call.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
10) Callers are informed that situation is being handled by the senior management.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
11) Refer Business Continuity Plan and Checklists.
Please Select
YES
NO
NOT APPLICABLE
Remarks
Logs (Date & Time)
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Business Continuity Checklists - Call Centre
Loss of Building
Primary : Call Centre Manager / Secondary : Call Centre Team Leader/ Admin
Rows
No Attempt
In Progress
Completed
Not Completed
Item
Call Centre Manager to inform team leaders that there is a potential problem and possibility of activating the BCP – Loss of Building.
Ensure all admins and team leaders are aware of the alternate call centre location.
Report to Crisis Management team and if alternate call centre is activated, brief team lead on the location of access cards and site.
Zajil International Telecommunication Company
Souk Al Kabir Building 7th Floor Fahed Al Salem Street Block A 3623 Kuwait
+965 182-0820 +965 2298-4555
Dispatch 2 call centre agents to airport ticket desk to take care of bookings. Dispatch the rest of the agents with team leads and admin to the backup office as mentioned above in the J9 staff bus.
Advise Crisis Management team of progress and when backup call centre will be active.
Coordinate with team lead at backup to ensure 177 is active as soon as possible and the booking system Sky speed is working.
Send an email to all call centre agents to inform them about the emergency and to report to alternate location in case shift changeover occurs.
With the direction of the Crisis Management team changeover to the call centre at HQ once operations at HQ are safe and available.Line Maintenance Manager to ensure all technical records (hardcopies
and/or CDs) and contact list of Engineering Staff are available and kept for
safe keeping.
Inform staff to shutdown alternate and come back to HQ.
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Business Continuity Checklists - Call Centre
Loss of Supplier
Primary : Call Centre Manager/ Secondary : Call Centre Team / Admin
Rows
No Attempt
In Progress
Completed
Not Completed
Item
Call Centre Manager to inform team leaders that there is a potential problem and possibility of activating the BCP – Loss of Supplier.
Ensure VPIT/ IT admin is informed of the situation.
If booking system is not working, tell staff to write
down customer bookings and then call them back when the system is working.
If some telephones do not work, use alternate phones
in the call centre.
Ensure staffs are briefed by team leaders.
Once IT resolves the issue, send a mail to all staff
to go back to normal operations.
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