The Benefits of Business Continuity Planning (BCP)
For larger companies, the contact centre is a critical business system. The U.S Small Business Administration in Washington DC reports (source) approximately 25 percent of businesses that are affected by disaster fail to reopen. The implications of an unplanned and unprepared for event can be devastating for any organisation. At Mindpearl, we understand the significance of maintaining availability and providing continuous service to clients who partner with us for their outsourcing needs. Extended outages or downtime in our business operations would inflict a direct and measurable impact on our clients business. So it is therefore critically important to spend sufficient time planning for unforeseen events. We invest time, money and resource in getting this area of our business right, which is a strategy that has been more than justified on several occasions over the years and most recently when Cyclone Winston tore across the South Pacific (Cyclone Winston was the most severe cyclone to ever hit this region and classified in Category 5 on the Saffir-Simpson scale.)
Some key benefits of BCP:
Uninterrupted Operational and Customer Service Support
A major priority for all outsource providers is to deliver to their clients a continuous service that is not interrupted by unplanned events. Unplanned and often disastrous events can have major impacts on many aspects of any business. The ability to provide uninterrupted Operational and Customer Service Support can only be achieved when an organisation implements effective BCP. When a business is able to identify the impacts and establish an efficient reaction plan it becomes easier to make legitimate decisions in a limited amount of time. This is a great advantage within the outsourcing industry as many clients will factor effective BCP in making their buying decision.
Avoid or minimise the loss of business revenue
When a business is unable to operate, it has a direct impact on the revenue generated. When an organisation is able to determine the risks and impact of a disastrous event, they are also able to identify the potential financial exposure. This provides a much needed financial view and creates the ability to minimise and/or prevent financial loss.
Cultivate Client Confidence
Building strong relationships with clients requires trust and credibility. Many of Mindpearl’s clients have gone through their own crisis situations and it has been during those times when Mindpearl’s flexibility and capability to support our clients, has helped create that positive level of trust and reliability. Effective BCP positions an organisation as an ‘Outsourcer of Choice’ and positively influences an organisation’s confidence in their choice of partner.
Increases Staff Morale
BCP contributes to staff confidence and loyalty. With effective planning in place, management and staff have the capacity and resource to respond in a structured and tested manner. When employees feel part of a proven solution their confidence level increases and they can play integral roles in disaster management. Over the years we have supported clients who have been affected by a number of emergency situations including the 9/11 attacks, the Japanese Tsunami and the Eyjafjallajökull volcanic eruption and it has been evident to me that without adequate BCP we would have failed our clients every time.
Brand Equity and Enhanced Business Prominence
Protecting Brand Equity is key when rendering Customer Service support to clients. Effective BCP retains and enhances the brand equity bringing with it a number of additional benefits including: increased margins, customer loyalty, expansion opportunities, negotiating power and a competitive advantage. When an organisation succeeds in minor or zero disruption to its services during an unplanned emergency situation it usually outshines its competitors and maintains and strengthens its reputation, therefore increasing customer and market confidence
In conclusion, from our experience an organisation that prioritises Business Continuity Planning is not only protecting its assets, but is actively investing in the future of the business. Effective BCP not only benefits an organisation, it enhances the service offering and positions the business exceptionally well.
