Resilience & Business Continuity
Ready for the unexpected
Keeping your customers connected and your operation moving is as important to us as it is to you.
When you outsource part of your customer operation, you need to know that your chosen partner can deliver when everything is running normally, but more importantly, that they are prepared when it isn't.
At Clearanswer, resilience is built into how we operate. From our people and locations to our technology, security and management processes, we plan for disruption so that we can respond quickly, protect our clients and maintain the services their customers rely on.
Disruption can take many forms, from the loss of a building or utility service through to technology failure, cyber incidents or unexpected reductions in staff availability.
Clearanswer maintains formal business continuity and recovery arrangements designed to protect our critical services, establish clear priorities and provide a structured response when an incident occurs.
Our Business Continuity Management System is certified to ISO 22301, providing independent assurance that continuity is managed as an ongoing part of our business rather than something considered only when an incident happens.
Plans are regularly reviewed, exercised and improved as our business, technology and client requirements evolve.
Business continuity built in
Resilience across our locations
Clearanswer operates from locations in Hull, Leeds and Middlesbrough, providing both capacity and operational flexibility.
Our multi-site approach means that we are not dependent upon a single location. Where the design of a campaign and client requirements allow, this gives us options to redistribute activity and resources in response to disruption.
It also provides the flexibility to support growth, changes in demand and unexpected events without losing sight of the service being delivered to your customers.
Technology you can depend on
Modern customer contact relies on technology being available when it is needed.
We build resilience around the systems and services that support our operations, with monitoring, backup, recovery and security controls designed around the importance of the services they provide.
Our approach to resilience is supported by our ISO 27001-certified Information Security Management System, alongside Cyber Essentials Plus and PCI certification. Together, these frameworks and certifications help us maintain robust controls across our technology, information security and payment environments, protecting the confidentiality, integrity and availability of client information and services.
Technology changes, risks change and the way customers communicate changes. That is why our infrastructure and recovery arrangements are continually reviewed rather than treated as a one-off exercise.
Business continuity isn't just about technology.
Our operational teams are supported by documented procedures, experienced management, clear escalation routes and capacity planning. Where appropriate, teams can be cross-skilled and additional resource introduced to support changing campaign requirements.
The same focus we place on recruiting and training the right people for your campaign also helps us build the depth and flexibility needed to respond when circumstances change.
People are part of the plan
No two clients are the same and neither are their continuity requirements.
As part of developing your solution, we can work with you to understand your critical services, operating hours, dependencies, recovery priorities and any specific regulatory or contractual requirements.
Those requirements can then form part of the way your campaign is designed and managed from day one.
Whether you need a small specialist team or a large-scale customer operation, our aim is simple: to provide a service you can depend on.
Designed around you
If an incident affects your operation, you should not have to chase us to find out what is happening.
Our continuity and incident management processes include clear responsibilities, escalation routes and client communication arrangements.
Our priority is to quickly understand the impact, protect the service and keep you informed about what we are doing to resolve it.
For each client we can agree the appropriate contacts, escalation procedures and communication arrangements as part of the campaign setup.
Clear communication
Good continuity planning should give you confidence without you ever having to think about it.
At Clearanswer we continually review the risks to our business, test our ability to respond and improve the arrangements that protect our clients, our people and their customers.
Because being a trusted partner isn't only about delivering a great service today. It's about making sure we're ready to deliver it tomorrow too.
Prepared. Tested. Resilient.
Cert No. 15000
Talk to us about resilience
If business continuity, disaster recovery, information security or operational resilience are important requirements for your organisation, talk to us about how we can build them into your Clearanswer solution.