Wgu Risk Management Business Contingency Plan Essay

3098 Words13 Pages
State Farm Business Contingency Plan
Xavier Smith
Western Governors University

State Farm Business Contingency Plan
The qualitative risk analysis performed in a previous report identified eight notable risks associated with setting up a call-center presence in Québec, Canada. As those risks are successfully managed, the call center will commence operation and start handling telephonic insurance requests from mostly French-speaking customers. (Only one-quarter of employees at this center will handle English-speaking calls from Canadian customers.)

Because there will be a sole call center in Canada handling 100 percent of the French-speaking calls and one-quarter of English-speaking calls, it will be imperative to establish a
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This team is responsible for 1) the proper routing of calls to call-center representatives based on their skill set—referred to skill-set gating—and 2) managing the call-center employees’ phone and off-the-phone schedules—referred to adherence and conformance. Damage to telephone lines, networking structures, and computers prevents the proper support of the call-center employees, which results in missed commitments with telephonic customers.

Functioning Electrical System

The electrical system is managed by the public-utilities company of the local area. If a tornado sufficiently damaged this entity to prevent the consistent delivery of electricity to the call center, there may be a disruption to the ability to make and receive calls as well as process data. The call center employs backup power generators in such an instance, but these generators provide eight hours of power. In natural disasters, it is not unlikely that utilities companies will be able to restore service within weeks.

For each of the communications components listed above, State Farm should establish a call-routing process to handle inbound and outbound calls in exigent situations. Call routing simply means that a national Intra-Day Management Team, a team that manages the overall statistics generated from all State Farm’s call centers and that supersedes the authority of local intra-day management teams, would direct calls from the Canadian center to any

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