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.

Library of Congress Subject Headings

Disaster relief--Dominican Republic--Planning; Emergency management--Dominican Republic; Offshore outsourcing--Dominican Republic--Management; Call centers--Dominican Republic--Management

Publication Date

2010

Document Type

Thesis

Advisor

Pan, Yin

Advisor/Committee Member

Border, Charles

Advisor/Committee Member

Estevez, Arlene

Comments

Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works in December 2013.

Campus

RIT – Main Campus

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