Contents
Introduction Social
Governance
Environmental
Indexes
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TTEC 2024 Impact and Sustainability Report
33
Business continuity and disaster recovery
Where technology across programs is similar and supported at an enterprise level by TTEC’s information technology department, IT creates and maintains a Disaster Recovery Plan by identifying critical business processes and integrating the information security management requirements of business continuity with other continuity requirements relating to operations, staffing, materials, transport, and facilities. Emergency response preparedness TTEC is committed to providing a safe work environment for its employees, clients, suppliers, and guests. Upholding this commitment requires planning, practice, and site leadership to address specific safety concerns most relevant to a TTEC site.
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 designed for 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. The IT Disaster Recovery Plan: • Identifies the critical infrastructure, minimum information security requirements, and applications necessary to restore business operations • Contains disaster recovery action plans, tailored for each type of infrastructure component and application including temporary operational procedures to follow pending completion of recovery and restoration • Outlines the duties of the accountable individuals, describing who is responsible for executing which component of the plan • Identifies alternate storage and processing site(s) at a sufficient distance from the primary facility, configured with security measures equivalent to the primary site, where applicable.
The goals in responding to an emergency situation include: • Safety of all employees and guests
• Physical and emotional well-being of all employees and guests
• Timely stabilization of an emergency situation
• Protection of the entire site, property, and the belongings of employees and guests
The Business Continuity program reinforces TTEC’s commitment to resiliency by:
TTEC develops customized plans and protocols for each client to maintain business continuity during emergencies. Since every crisis presents unique challenges and each client has its own requirements, this tailored approach ensures smooth operations throughout the recovery phase and protects the livelihood of our employees.
Ensuring command and control
1
Prioritizing critical business processes
2
Our Business Continuity Plans have established metrics that are determined based on client needs and event type.
3 Supporting regulatory and contractual requirements
We are committed to staying prepared and proactive. Our teams continuously review, test, and refine our protocols to ensure business continuity and operational excellence for both our clients and partners.” —Rob Dravenstott, Chief Information Officer
4 Minimizing financial impacts related to a crisis event
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