Disaster recovery and business continuity plans are more important to businesses now than ever before. Even after 2020’s lockdowns, businesses have been forced to recognise that there’s a very real chance that they will have to work away from the office at a moment’s notice.
This sounds like quite a scary situation, but it doesn’t have to be. At YTL we provide a range of cloud solutions that work just as well in a home environment as they do in the office. To make the most of these solutions there’s a few best practices that your team should be following. Here’s our five-point plan to implementing an effective disaster recovery policy.
1. Ensure everyone is working with the right equipment
To help staff work at their best, they have to be equipped with technology that supports them from any location. This is where cloud services thrive. Our cloud communication platform, UC Cloud, can be equipped to laptops, Macs, tablets and smartphones. It allows your team to access a range of communication services wherever they are.
UC Cloud includes a variety of features. But its core service is based on improving a business’s customer service through high-quality voice communications. We know this sounds simple but it’s the backbone of every great customer experience. UC Cloud comes equipped with powerful tools to enhance it.
Even when working from home, your staff can access all their call handling features from a device of their choice. This includes call transfer, call forward group calls, call hold, the ability to put clients on mute or speaker and DND. These essential services are important to any call and make managing customer service easier for your whole team.
2. Access video and messaging
UC Cloud also helps to maintain effective communications by allowing your staff to access video conferencing and messaging services. This is great for recreating the face-to-face connection that businesses can lack when outside the office. Video conferencing is mostly used for collaboration within a business. However it can also be an effective sales tool if used correctly.
Instant messaging allows you to quickly get in contact with members of your team while working on the move. This service is ideal for keeping staff in sales or support roles, who are often away from the office, firmly in the loop.
3. Guarantee things are running smoothly
It can be quite a big upheaval to move your operation from the office to home. Although UC Cloud gives your staff the tools they need to work at their best, it’s also important that you can monitor your network to ensure that no customers or staff are left feeling isolated.
That’s why we recommend using our cloud-based call statistics and reporting service. This platform integrates seamlessly with UC Cloud and includes a variety of useful metrics about how your remote communications are working. This can either be viewed in real-time through our monitoring service or sent to you on a regular basis in the form of customised reports.
The data included here allows you to make meaningful and informed changes to your communications network. You can see at a glance if any customer calls have been missed and need to be followed up, or if any members of your team are struggling with too many calls. This can be complemented with our call recording service, which allows you to unobtrusively record and store calls. You can then sample calls any time for quality assurance and training purposes.
4. Integrate with the rest of your office services
Working from home should never put your staff at a disadvantage. If you use the right cloud services, then collaboration, productivity and customer interactions can all stay at their best wherever you’re working.
Our communication services integrate with dozens of popular and industry-specific CRM services. This allows your team to access relevant customer information whenever needed. If a customer dials in, the platform shows you their exact details, allowing you to provide a more efficient, bespoke service. Similarly, if a member of your team makes notes on an individual customer, these details will be presented to you throughout your communications system. This means that you stay up to date and your customers get continuity, wherever you work.
We also integrate alongside a variety of scheduling and productivity services like Outlook, making sure your remote staff always know when the next meeting is.
5. Bolster your security
Last but not least is security. This is critical to any business at the best of times, and you can’t allow standards to slip when your team are away from the office. Businesses need to make sure that their staff also follow the right safety procedures, from using two-factor authentication services on their home devices, and setting passwords that are not easy to guess. It’s best to delete log-ins for ex-employees as a matter of course. You should also request that your phone team are taking calls somewhere private.
Our communication platforms can help here too. Calls made through UC Cloud are end-to-end encrypted, to stop any unwanted parties from listening in.
For more information about any of these services, get in touch with YTL at 01924 249 499.