It’s no exaggeration to say that many NFPs in Australia are taking a huge gamble with one of the key elements of their plans to remain operational during the present crisis.
What about you?
Have you considered what would happen if your telecommunications went down and there was no backup, no support, and nobody there to help you fix things?
It may sound alarmist but that is the reality that NFPs (and many other organisations and businesses around the country) are facing.
Reality check: Your telco service centre is NOT in Australia
We’ve had some good news recently with the COVID-19 outbreak appearing to show some signs of slowing within Australia.
That’s a relief for all of us – but it may not be enough to save your telecommunications going down.
You see, over the last 24 months, all major Aussie telcos moved their service centres to the Philippines or India as a cost-saving exercise.
While the job cuts in Australia have been widely publicised, the risks to organisations in times of crisis have not – and those risks are currently being realised.
With the well-publicised lockdowns from the Coronavirus in both the Philippines and India, there are few people available to deal with communications issues if they arise.
As the pressure builds, the telco’s employees are being asked to focus on sales – not service.
What does this mean for your organisation?
1. Your telco almost certainly operates its service centres from the Philippines or India
2. Right now, most of these are closed and are only able to offer a skeleton service
3. If you call your telco’s service centre, you may not even be able to speak to anyone
Try it. Have you called them in the past week or two?
Where does that leave your business continuity plans during COVID-19?
That’s an important question that too few organisations have addressed.
Despite so many organisations now implementing work-from-home policies, few appear to have considered what happens in the event of telecommunications failure.
Problems with your primary service could be crippling. No phones. No internet. No calls. No messaging. The business could be brought to a standstill in an instant.
As work-from-home policies are designed, plenty of thought goes into security, logistics, and infrastructure. But all that is worthless unless you have a redundancy plan in place that provides backup for telco failure.
Even some large organisations don’t appear to have taken this huge threat seriously enough.
Without effective communication services, no organisation can successfully navigate these challenging times.
The NFP space has already felt the impact of the Coronavirus, with some established organisations losing contracts or closing their doors because they have been unable to provide services.
Things could get worse without a telco redundancy plan in place.
Fortunately, there is still time to do something about this. That’s what I’ll address in the next post.