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Disaster Recovery Best Practices for Dominican Republic's Contact Center

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Rochester Institute of Technology RIT Scholar Works Theses 2010 Disaster recovery best practices for Dominican Republic’s contact center Dhariana Gutiérrez Almonte Follow this and additional works at: https://scholarworks.rit.edu/theses Recommended Citation Gutiérrez Almonte, Dhariana, "Disaster recovery best practices for Dominican Republic’s contact center" (2010). Thesis. Rochester Institute of Technology. Accessed from This Thesis is brought to you for free and open access by RIT Scholar Works. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. For more information, please contact [email protected]. Disaster Recovery Best Practices for Dominican Republic’s Contact Center By Dhariana Gutierrez Almonte Thesis submitted in partial fulfillment of the requirements for the degree of Master of Science in Networking and Systems Administration Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences April, 2010 Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences Master of Science in Computer Security and Information Assurance Thesis Approval Form Student Name: Dhariana Gutierrez Almonte . Thesis Title: Disaster Recovery Best Practices for Dominican Republic’s Contact Center . Thesis Committee Name Signature Date PhD. Yin Pan Chair PhD. Charles Border Committee Member Ms. Arlene Estevez Committee Member Thesis Reproduction Permission Form Rochester Institute of Technology B. Thomas Golisano College of Computing and Information Sciences Master of Science in Computer Security and Information Assurance Disaster Recovery Best Practices for Dominican Republic’s Contact Center I, Dhariana Gutierrez Almonte, hereby grant permission to the Wallace Library of the Rochester Institute of Technology to reproduce my thesis in whole or in part. Any reproduction must not be for commercial use or profit. Date: 30 /April/2010 Signature of Author: Dhariana Gutierrez Rochester Institute of Technology Pontificia Universidad Católica Madre y Maestra B. Thomas Golisano College of Computing and Information Sciences DISASTER RECOVERY BEST PRACTICES FOR DOMINICAN REPUBLIC’S CONTACT CENTER PROJECT DHARIANA GUTIERREZ ALMONTE APRIL, 2010 Abstract Contact Centers are an important growing industry in the Dominican Republic which provides employment, foreign exchange and exposition of the country on the international market. The international competition requires standardization of the systems and processes to be in compliance with international requirements. One of the important elements to be validated is Disaster Recovery planning because of the exposures of the Dominican Republic to events that may affect the continuity of service that Contact Centers must provide to customers and clients. In this paper an analysis is elaborated about the risks that the Dominican Republic encounters for disastrous events and a set of best practices are summarized to help a Contact Center to be prepared for incidents and design their own Disaster Recovery Plan. Table of Contents 1 Introduction ...................................................................................................................... 10 2 Scope ................................................................................................................................ 12 3 Literature Review .............................................................................................................. 12 3.1 Domain Modeling ...................................................................................................... 13 3.2 Historical Trend of Disasters ...................................................................................... 14 4 Domain Model of the Contact Center industry in the Dominican Republic ......................... 17 4.1 Contact Center General Diagram for Project Outsourcing .......................................... 17 4.2 Human Resources key processes within the Contact Center:...................................... 18 4.2.1 Recruitment process: ......................................................................................... 20 4.2.2 Selection process: .............................................................................................. 20 4.2.3 Hiring process: ................................................................................................... 20 4.3 Training key components within the Contact Center: ................................................. 21 4.3.1 Trainers:............................................................................................................. 22 4.3.2 Training Methodologies: .................................................................................... 22 4.3.3 Training Tools: ................................................................................................... 22 4.3.4 Training Locations: ............................................................................................. 23 4.3.5 The training cycle: .............................................................................................. 23 4.4 Operations key components within the Contact Center: ............................................ 23 4.4.1 Services Types: ................................................................................................... 25 4.4.2 Operations Objectives: ....................................................................................... 25 4.4.3 Operations human resources: ............................................................................ 26 4.4.4 Other sub departments of Operations or auxiliaries are: .................................... 26 4.5 Technology key components within the Contact Center:............................................ 26 5 Logistics for Disaster Recovery Planning ............................................................................ 29 6 Business Impact Analysis based on the Domain Model ...................................................... 30 6.1 Core elements to protect ........................................................................................... 32 7 Circumstances for Disasters and Incidents in Dominican Republic ..................................... 35 7.1 Development of the industry ..................................................................................... 35 7.2 Socio-Political circumstances ..................................................................................... 35 7.3 Geographical conditions and typical hazards.............................................................. 37 7.4 Incidents: man in the equation .................................................................................. 40 8 Disaster Recovery Planning in Dominican Republic ............................................................ 41 8.1 Specific considerations for a Disaster Recovery plan .................................................. 41 8.1.1 Data Center and digital information ................................................................... 41 8.1.2 Voice lines and Data connections with ISPs ........................................................ 43 8.1.3 Equipments ........................................................................................................ 44 8.1.4 Natural Disasters, Power failures and Fires ......................................................... 45 8.1.5 Testing, Training, Distributing and Maintaining .................................................. 47 8.2 Alternative site considerations................................................................................... 49 8.3 Incident Response Management ................................................................................ 50 9 Cost Implications in Disaster Recovery Planning ................................................................ 51 10 Proposed Best Practices for Disaster Recovery in Dominican Contact Centers ................... 52 10.1 General Recommendations........................................................................................ 52 10.2 Disaster Recovery Preparedness ................................................................................ 53 10.2.1 Physical Security ................................................................................................ 53 10.2.2 Logical Security .................................................................................................. 55 10.3 Disaster Recovery Phases........................................................................................... 58 10.4 Outline for the Disaster Recovery Plan ....................................................................... 59 10.4.1 Introduction ....................................................................................................... 59 10.4.2 Scope of the Plan ............................................................................................... 59 10.4.3 Record of changes .............................................................................................. 59 10.4.4 Plan activation ................................................................................................... 60 10.4.5 DR Team Members ............................................................................................ 60 10.4.6 Action Plan ......................................................................................................... 61 10.4.7 Restoration Order by Priority ............................................................................
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