ICM wins expanded Recovery contract with Experian
Experian now has more than 300 work area recovery seats at ICM’s Nottingham centre for both call centre and back office staff.
Edward Sherley-Price, Head of Business Continuity at Experian, explains: "The location of ICM’s work area recovery centre is ideal for us. Should our offices become unavailable, the centre is on a city tram stop, near a motorway junction and has plenty of parking. It means that our staff can carry on work without disruption and get there in the usual way that they commute."
"During an invocation you want to ensure that the business and its people are disrupted as little as possible so that our customers continue to receive a smooth and excellent service. A major bonus about this workarea recovery solution is that it allows our call centre team to get back up and running rapidly, using a system with which they are already very familiar," continues Edward.
When Experian re-signed its contract with ICM, the number of seats required exceeded the Nottingham site’s capacity. Another suite of seats was therefore built, and meanwhile Experian had access to ICM’s next nearest recovery centre.
Edward continues: "In my experience, this type of flexibility is rare and it is refreshing to work with a supplier that puts customer needs first".
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