Events that Require Business Continuance Solutions

1. Business ContinuanceDisaster Recovery PlanningPreparing for the UnexpectedPresented by Team TELUS and David Chalk of Chalk Media

2. Events that Require Business Continuance Solutions • Natural Disasters • Ice Storms, Earthquakes, Heat Waves, Floods, Hurricanes • Tornadoes, Avalanches, Pestilence, Drought • Infrastructure Disasters • Regional Power Loss • Water Contamination or Water Main breaks • Gas Leaks, Traffic Grid breakdowns • People-initiated Disasters • Terrorism, Sabotage • Organized Labor Strikes • Public Health • Pandemic

3. What would happen if… • A pipe burst and your office was completely flooded? • Replace technology and rebuild, how much time is needed? What is the impact to the business? • A fire in your electrical cabinet gutted your offices? • Recovery? Time, cost, how long are customers left in the balance? • A severe storm knocked out power to your call centre? • Recovery estimated at 24 hours, what does it cost the business? • There was a flu pandemic? • You can’t go to the office for weeks/months – what is the impact?

4. Some recent examples… • 1998 Ice Storm in Eastern Canada – estimated 7 Million in damages and impacting over 250,000 Canadians • Summer 2006, Washington D.C., floods kept 280,000 workers home • New York power outage lasted a week - 80,000 people and businesses were affected • Toronto heat wave pushed electricity demand to record- setting levels in several regions, triggering brownouts, scattered outages – 50,000 people affected

5. And what about Customer Service… • One bad interaction will decrease customer loyalty by 66% and be remembered for 12-14 months • Gallup Group • 70% of customers switch to the competition due to service quality issues • Forum Corporation • 95% of unhappy customers will buy again if their problem is handled quickly and to their satisfaction • What is the impact if your business/contact centre are unreachable?

6. Would you ever think about not having Home Insurance? Think of business continuance as insurance for your call centre… • You pay approximately 3-5% of the total cost of your mortgage for your house insurance. • Wouldn’t it be worth it to pay 3-5% of the total cost of your call centre solution to have the piece of mind that you have a back up plan in the event of a disaster.

7. Developing a Business Continuity Plan • Minimize Disruption of Mission Critical Functions within your call centre, create a plan for: • Agents • Customer Service • Retaining customer data • IT/Infrastructure • Minimize Financial and Operational Exposure • Enhance Customer Confidence • Let your customers know that you are ready for any disaster no matter how large or small.

8. Introducing CallCentreAnywhere™Business Continuity

9. What is CallCentreAnywhere™? A hosted Call Centre platform that allows Call Centre Staff to manage customer calls from Anywhere at Anytime, on Demand!

10. HomeOffice SmallOffice BranchOffice MainOffice CallCentreAnywhere™ Agents Anywhere Phone Fax Email Web Chat Call Back SMS Video

11. Monitoring NGN/Internet Security Integration Best Practice DRP Backup PSTN Availability Scalability Survivability CallCentreAnywhere™

12. Managing Change • CallCentreAnywhere does not require systems integration, so all moves adds and changes can be done on-they-fly. • Locations do no matter. Your workforce can be anywhere. • Centralized control does not mean a centralized call center. You can “virtualize” if you want to – or let each separate centre work with complete autonomy. • The TELUS network scales dynamically. No worries for any subscriber in terms of ordering call centre hardware and software. • Administration Manager lets you create entire call centers ahead of time. Cutover is a snap. Just have phones and PCs with internet access. The rest is easy. • Service Creation is fast with CallCentreAnywhere. You can react to new campaigns or entire call centres within hours.

13. Disaster Recovery: Switching to Remote Agents PSTN Internet X X BusinessContinuance Condition

14. How quickly are you able to adapt to changes based on all of the systems and software you are now using in your call centre? How flexible is your workforce? Are they prepared to work at a different location or from home in a “pinch”? What plans have you set up to grow from one centre to multiple ones or to add centres? How are you managing multiple sites? Business: Backed by TELUS CallCentreAnywhere is pre-integrated, so changes or moves do not require systems integration CallCentreAnywhere adapts to your workforce no matter how many locations are required. TELUS can set up CallCentreAnywhere so many locations look like one, or so each one has its own autonomy Change Management

15. How Does it Work as a DRP Solution? What do you need? • All your agents need is a telephone, PC, and access to the Internet How is it priced? • There are 2 components to the pricing. You pay for the stored agent license and a deployment fee. A simple and affordable insurance policy. How quickly can my Business Continuity plan be deployed? • Immediately! Just activate your Preconfigured Stored Business Continuity plan by rerouting your toll free numbers to the TELUS CallCenterAnywhere™ platform.

16. Why do you need this for your business continuity plan? • Customer Focus • Affordability (opex) • Speed to deploy • Reliability • Control • Productivity • Flexibility • Deliver Competitive Advantage Drive Risk and Cost from businesscontinuance while enabling Growth and Profitability

17. Case Study • 50 agent logins • Disaster recovery requirements to ensure inbound and outbound calls can be placed • Cost Benefit: • Cost of deploying their Business Continuity Plan at anytime is 6% of their existing call centre agent license cost. Most important: Back-up system readily available to manage large influx of calls with zero set up time.

18. Questions?

19. www.telus.com/callcentreanywhereor call 1-877-288-2810 Now!