Business Impact Analysis (BIA) Report - Call Centre

1. Introduction

This Business Impact Analysis (BIA) has been performed for the Call Centre Function in line with the guidance provided in ISO/TS 22317:2021 Security and Resilience — Business Continuity Management Systems — Guidelines for Business Impact Analysis. The objective is to determine the recovery priorities, resource requirements, dependencies, and recovery objectives (RTO, RPO, MTPD) necessary to ensure the Call Centre can resume operations following a disruption within acceptable time frames.

2. Context and Scope (Clause 4.2)

Context:
The Call Centre provides first-line customer interaction and support services for clients, managing inbound/outbound calls, ticket resolution, and escalation to 2nd line support. The function is business-critical due to its direct impact on customer experience, reputation, and revenue assurance.

Scope:
This BIA covers all activities, resources, personnel, facilities, technologies, and suppliers that enable the Call Centre to deliver its core services, including:

Frontline Call Handling

Query Resolution and Escalation

Customer Relationship Management logging

Reporting and Quality Assurance

3. Roles and Responsibilities (Clause 4.3)

Role

Responsibility

BIA Leader

Oversees BIA process, ensures alignment with ISO 22317 methodology, consolidates results.

Activity Owners

Provide activity-specific data, assess impact over time, validate RTO/RPO.

Top Management

Approves BIA results and prioritization outcomes.

4. BIA Methodology (Clause 5.3 - 5.7)

The BIA followed the ISO 22317 process with the following steps:

· Identify Impact Types - Financial, Operational, Reputational, Legal/Regulatory, Customer.

· Define Impact Criteria (5-Point Scale) - Using the “5 Point Scale Impact Matrix.xlsx”.

· Define Time Frames: 1 hour, 4 hours, 8 hours, 24 hours, 72 hours, > 1 week.

· Determine MTPD & RTO: Based on when the impact becomes unacceptable.

· Assess Resource Dependencies: People, Systems, Data, Facilities, Suppliers.

· Validate and Consolidate Results.

5. Call Centre Products and Services (Clause 5.4)

Product/Service

Description

Priority

MTPD

Justification

Customer Support Services

Handling customer calls, queries, and escalations

1 (Highest)

8 hours

Direct link to SLA compliance and customer satisfaction

Complaint Management

Logging, tracking, and resolution of complaints

2

12 hours

Impacts regulatory KPIs and reputation

Reporting and Analytics

Daily and weekly call volumes and SLA metrics

3

48 hours

Delays affect management visibility but not immediate operations

6. Prioritized Activities and Recovery Objectives (Clause 5.5)

Activity

Description

MTPD

RTO

RPO

Minimum Acceptable Capacity

Dependencies

Frontline Call Handling

Answering inbound calls and logging tickets

8 hours

2 hours

15 minutes

50 % of agent capacity

CRM System, Telephony Platform, Power, Network

Query Resolution & Escalation

Handling second-line queries and escalations

12 hours

4 hours

1 hour

60 %

Access to Knowledge Base, Email, CRM

Call Recording and Quality Monitoring

Capturing call logs for compliance

24 hours

8 hours

2 hours

70 %

Call Recording Server, DMS

Reporting and Analytics

Daily dashboard and SLA reports

48 hours

12 hours

4 hours

80 %

Data Warehouse, BI Tools

Workforce Management

Scheduling and shift allocation

24 hours

8 hours

1 hour

50 %

HRMS, WFM System

7. Impact Analysis Summary

Using the 5-Point Scale Impact Matrix, cumulative impacts were assessed:

Time Frame

Financial

Operational

Reputational

Legal/Regulatory

Customer Service

Overall Impact

1 hour

1

2

1

0

2

Low

4 hours

2

3

3

1

3

Medium

8 hours

3

4

4

2

4

High

24 hours

4

5

5

3

5

Critical

72 hours +

5

5

5

5

5

Catastrophic

· Maximum Tolerable Period of Disruption (MTPD): 8 hours (Recommended)

· RTO: 2 hours (50 % capacity): (Recommended)

· RPO: 15 minutes (real-time replication of CRM data)

8. Resource and Dependency Requirements (Clause 5.6)

Resource Type

Quantity / Requirement

RTO Dependency

RPO Dependency

Remarks

People

25 Agents + 2 Supervisors

2 hours

N/A

Cross-trained for multi-channel support

ICT Systems

CRM, PBX, Email, Knowledge Base, Recording System

1-2 hours

≤ 15 min

Hosted redundant architecture recommended

Data / Information

Customer records, SLA logs, call metadata

1 hour

15 min

Real-time synchronization needed

Facilities

Call Centre floor, backup office (BCP site)

2 hours

N/A

Hot site required for critical staff

Suppliers

Telco provider, IT support vendor, cloud CRM vendor

2 hours

4 hours

SLAs must align with BC objectives

9. Consolidated Results and Criticality Ranking

Activity

Criticality Level (5 = highest)

Priority Order

Recovery Tier

Frontline Call Handling

5

1

Tier 1 (Critical)

Query Resolution & Escalation

4

2

Tier 1 (Critical)

Call Recording and Quality Monitoring

3

3

Tier 2 (High)

Workforce Management

3

4

Tier 2 (High)

Reporting and Analytics

2

5

Tier 3 (Medium)

10. Recommendations and Next Steps

Implement redundant telephony and CRM infrastructure with geo-replication and automatic failover.

· Formalize RTO and RPO within supplier SLAs.

· Conduct regular BCP and DR exercises (quarterly).

· Crosstrain staff and implement remote working readiness.

· Update BCMS and Risk Register with identified dependencies and single points of failure.

11. Management Approval (Clause 5.8)

The BIA findings and recovery objectives have been reviewed and approved by Top Management on [date].


Signatures:

CEO / BCMS Sponsor

BIA Leader

Call Centre Manager

12. Review Cycle (Clause 6.2)

This BIA will be reviewed annually or when there are material changes to:

· Business processes or structure,

· Technology platforms or suppliers, or

· Regulatory obligations.

Annex A — Definitions

RTO: Recovery Time Objective - maximum target time to restore activity.

RPO: Recovery Point Objective - maximum acceptable data loss in time.

MTPD: Maximum Tolerable Period of Disruption - point after which impact is unacceptable.