Training and ramp-up
Over 150+ trained standby agents across separate geological fault lines
Disaster Recovery & Business Continuity
A disaster recovery case study demonstrating rapid cross-site mobilisation to maintain 100% uptime and customer support continuity during major regional disruptions.
2 hoursdeployment time
100%service uptime
40+redundant locations
What the operation needed to solve
A major client required absolute service continuity across inbound support queues with zero tolerance for downtime or single-point failure risks.
How the model responded
Pusula CX implemented a distributed multi-site strategy, mapping network routing and training standby teams across 40+ locations to handle immediate overflow.
The useful proof is operational, not decorative.
For a UK buyer, the important question is whether similar pressure points can be scoped, controlled and measured in their own environment.
Channels handled
The delivery model was shaped around measurable service control, continuity and customer handling.
Quality controls
Maintained operational CSAT above 90% even during peak disruption periods Full compliance with ISO 27001 and international security frameworks during failover
Service-level result
Maintained uninterrupted service during the 2023 earthquake through rapid cross-site mobilisation within 2 hours.
How It Was Delivered
- 01Instant queue rerouting and telephony migration to pre-configured failover centres
- 02Over 150+ trained standby agents across separate geological fault lines
- 03Maintained operational CSAT above 90% even during peak disruption periods
- 04Regular scheduled load testing and simulated site failovers with zero disruption
- 05Full compliance with ISO 27001 and international security frameworks during failover
See how the economics work.
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