"DORA" MEANS: DIGITAL OPERATIONAL RESILIENCE ACT
The consequences of operational resilience failures can be severe and far-reaching. A notable example is TSB's experience, which resulted in a £48m fine for their shortcomings. However, the true cost of their failures was significantly higher. The bank ultimately suffered losses of over £340m and lost a staggering 60,000 customers - a significant blow to their customer base and loyalty.
Furthermore, the TSB CIO was also personally fined £80,000. The impact on TSB's brand and reputation is more difficult to quantify, but the loss of 60,000 customers is likely to have a lasting and profound effect on the bank's business over time. This serves as a stark reminder of the importance of prioritising operational resilience and the potential consequences of failing to do so
In our experience when a critical incident disrupts your services to customers this leads to increased call volumes into contact centres putting additional pressure on teams, technology solutions and processes. With new heightened operational resilience regulations coming in 2025 (including contact centres as an important business service) getting away with it and not being prepared is not a strategy or relying on legacy IT DR plans. Putting all of your apples in a single public cloud contact centre solution and trusting that it is 100% resilient/available is also not the answer as recent high-profile outages suggest.
£1.1b
Average turnover of the top
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£66m
Average UK fine for a
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16.2
days average downtime
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65,000attacks on UK businesses EVERY
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Organisations who use Sabio's simple, low cost, high value, retainer based subscription CX DR service could potentially avoid millions in fines. More importantly, in the event of a serious outage affecting your Customer Experience contact centre, Sabio will be there for you and help you invoke a full contact centre DR service within 6 hours."
— James Dodson, Head of Financial Services Market, Sabio
Sabio works with leading financial services organisations including major banks and insurers providing disaster recovery contact centre solutions. Sabio’s expertise and depth of vendor partnerships ensures the CX DR solution aligns to the organisations specific requirements providing robust operational resilience versus their core contact centre technology. Sabio also supports the management of the service and any testing requirements.
Flexibility:
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Capability:
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Expertise:
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European Card IssuerCredit card issuer based in Netherlands required a cloud based DR solution (vs their existing on-premise contact centre) focused on voice capability that was flexible commercially, could scale agents rapidly (working from home) in the event of a critical incident. The client also wanted Sabio to manage the service, with regular testing to ensure it was ready. |
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UK Life InsurerLeading UK Life Insurer wanted a DR solution to complement their on-premise contact centre. Sabio designed a flexible solution leveraging Avaya Experience Platform on Microsoft Azure that could be initiated within hours of a critical incident. The solution had flexibility to scale number of agents and channels. |
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Home Emergency Cover ProviderIn March 2023 UK leading home emergency cover provider suffered a major outage rendering their privately hosted contact centre inoperative. Sabio was able to react quickly and set-up a cloud based contact centre on Twillio in 5 hours. This included 700 agents working from home. |
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Confirm your strategy with a clear roadmap to execute it.
Understand your current DR strategy. Where are the gaps? Review recent results such as DR testing. Formulate an approach, roadmap and strategy. Understand the scenarios where a Sabio CX DR platform can assist you. For example, DR testing, DR event management, de-risking upgrades to your current CX platform - the opportunities are vast.
Map out the plan and execute.
Once we have agreed together the strategy and plan, Sabio agile resources will support your internal resources to transform your current DR approach. Leveraging low cost, transactional cloud platforms to deliver high quality Customer Experiences when called upon (in the event of DR). Preloaded workflows and configurations are maintained throughout the year to ensure rapid DR execution with minimal disruption. Fall back to your CCaaS/Hybrid/Private CX solution when the root cause of the failure has been eliminated or resolved.
Success management for optimal tuning.
Your plans will change and therefore your approach to DR may need to change. Additionally, Sabio's agile approach will ensure that you will benefit from platform and process improvements as we strive to drive value through continuous re-iteration and execution. Working as a team, we identify ways to deliver faster, frictionless improvements to your DR strategy and service while targeting lower costs with lower risk.
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