All tabletop exercises
Outage / resilience·Starter·Executive audience
Your contact-centre platform goes down during a storm
The prompt — read this to the room
A severe storm has hit the region served by a 1,200-person home insurer, and claims calls are at five times normal volume. At 08:20 the cloud contact-centre platform your agents use for calls, chat and call recording goes down across the provider’s entire region. The provider’s status page says ‘investigating’ and gives no estimate. Agents can still log into the claims system but cannot take calls. Customers with flooded homes are getting a dead line, and local radio has started asking why. Your contract’s service credit is worth one month’s fees. What is your plan for the next eight hours?
Total duration
1 h 30 min
People to involve
6
Best fit
Insurance, Finance
Who to involve
Most important first.
- CIO / CTO
- CEO / Managing director
- Vendor / procurement manager
- Customer support
- Communications / PR
- CFO / Finance
What it tests
- Keep vulnerable customers able to reach the company when the main channel fails.
- Decide on workarounds and their compliance trade-offs (call recording, identity checks).
- Manage the provider relationship for information, not just credits.
- Identify which critical services have no tested alternative.
Outline of activities
- 1The outage hits at peak demand
- 2Workarounds: other channels, call diversion, outbound callbacks
- 3Compliance trade-offs of the workarounds
- 4The provider: information, escalation and the contract
- 5Public communication and recovery
Run sheet (Pro)
The facilitator's timeline of execution, the detailed steps for running the session and the questions to ask each person.
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