Identify Challenges and Considerations for Business Continuity in the Contact Center. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

1. 16expert · hard

   A multinational corporation's contact center operates in three regions. The business continuity plan must address a scenario where one region experiences a prolonged natural disaster, and the other two regions must absorb the increased call volume. The plan must also ensure that customers are informed about potential delays. Which approach best balances these requirements?

   • AUse a manual process to transfer calls between regions, and send emails to customers about the disaster.
   • BImplement a cloud-based routing system that can automatically reroute calls to available agents in other regions, and use a global IVR message to inform customers of possible delays.
   • CKeep all call routing local to each region to avoid complexity, and rely on each region to communicate independently.
   • DPre-assign a fixed percentage of calls to each region to ensure balanced load, and update the IVR only in the affected region.
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2. 17foundation · easy

   What is a key consideration when developing a business continuity plan for a contact center?

   • AReducing the number of communication channels
   • BIdentifying potential risks and their impact on operations
   • CEnsuring all agents have the same skills
   • DEliminating all customer complaints
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4. 18application · medium

   A software company's contact center has a business continuity plan that includes a backup site. However, the plan has never been tested. During a recent fire drill, the backup site was found to be non-functional. What should the company do to prevent this from happening again?

   • AOnly test the backup site during actual emergencies.
   • BSchedule regular testing of the backup site and update the plan based on test results.
   • CAssume the backup site will work because it was designed correctly.
   • DRemove the backup site from the plan because it is unreliable.
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5. 19application · medium

   A mid-sized insurance company is developing a business continuity plan for its contact center. The plan must address potential disruptions such as regional power outages and a sudden spike in call volume during a natural disaster. Which combination of elements should the plan include to be most effective?

   • AA detailed budget for overtime pay and a plan to hire temporary agents during disruptions.
   • BA list of emergency contacts and a backup location, but no testing schedule.
   • CA policy that all agents must work from the office during disruptions to maintain supervision.
   • DA risk assessment, a communication strategy for employees and customers, and a schedule for regular testing and updates.
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6. 20foundation · easy

   Which of the following is an example of a staffing shortage that could disrupt a contact center?

   • AA sudden increase in call volume due to a product launch
   • BA new compliance regulation requiring additional training
   • CA change in the contact center's phone system
   • DA large number of agents calling in sick during a flu outbreak
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