Business continuity and disaster recovery
The Business Continuity Plans address the following areas that are necessary to recover and restore business operations:
Restoration of processes and procedures following an event
1
Availability of associates trained per the program’s training requirements
2
Ability to make, receive, and record phone calls and other applicable transactions
3
Ability to access client systems
4
Successfully sustaining our business during emergencies and thereafter requires TTEC to ensure the technology that employees need is available and recoverable after any event. The IT Disaster Recovery Plan is used with disruptive events whose impacts on critical infrastructure cannot be successfully managed within standard incident management processes and timeframes. The IT Disaster Recovery Plan allows for restoration of critical information systems by the business from either its primary site or its recovery site, determined based on client need and event type. Technology resilience, business continuity and disaster recovery are integral to how we run our business. We review and test our recovery plans frequently, so that we continuously improve and maintain operational excellence even during unexpected situations.” —Rob Dravenstott, Chief Information Officer
Because no two disruptive events are alike, TTEC has client-specific plans and processes in place to ensure continuity of business operations during recovery. Likewise, TTEC protects the livelihood of its employees by maintaining operations while recovering from a significant disruption to its business. Because each program and its client requirements are unique, each program creates and updates a Business Continuity Plan. The Business Continuity Plans have established metrics that are determined based on client needs and event type.
50 TTEC 2023 Impact and Sustainability Report
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