Rapid response by Intuate Group averts Durban contact centre fire disaster

Quick reaction by Intuate Group, a privately owned, broad-based IT company that focuses on providing professional integrated technology, helped major international call centre operator, CCI Call Centres to rapidly resume full services after a fire broke out at its premises in Mount Edgecombe, near Durban, recently.

Dave Clarke, IT director at CCI, says Intuate Group’s rapid response to the situation resulted in the quick recovery of all of the call centre hardware and the all-important call recording equipment.

“With Intuate Group’s help and its ability to immediately provide us with spare kit, we were able to bring the call centre back into full operation within 48 hours, an achievement that significantly reduced the impact this could have had on our business.”

Clarke added that fire had started at 6 p.m. on a Saturday night. Intuate Group’s rapid response enabled CCI to bring critical lines back into full operation by the Monday morning and resume full normal operations on the Thursday.

“There is a lesson in this experience and that is the importance of having strategic partners involved in the construction of a viable business disaster recovery plan. In this respect we were fortunate to have Intuate on board.”

CCI selected Durban as the location for the 1,000-seat contact centre because of its cultural alignment to the UK, and the fact that Durban boasts the largest skilled workforce pool in South Africa and has world-class telecommunications and IT infrastructure. The contact centres provide outsourced customer contact centre service. CCI specialises in the implementation and operation of outbound, inbound and blended multi-channel contact centres.