Customer Service
All Operations
Tier 2 — Important
Operation Details
BIA Metrics Summary
2
Processes
0
Critical
0
No RTO
Shortest RTO
4.0h
Longest MTPD
48.0h
Processes & Sub-processes
Call Centre Operations
Process
● High
Handles customer inquiries and service requests.
MTPD: 24.0h
RTO: 4.0h
RPO: 1.0h
billing cycles, service disruptions
2 resources
1 dep
Billing and Payments
Process
● Medium
Processes customer billing and payments.
MTPD: 48.0h
RTO: 12.0h
RPO: 2.0h
end of month, quarterly
1 resource
1 dep
Connected Resources
Call Centre Operations
People
Call Centre Agents
Backup
Remote working capability for continuity.
Application
CRM System
SPOF
Backup
Cloud-based with failover capabilities.
Billing and Payments
Application
Billing Software
SPOF
Backup
Regular backups and cloud failover.
Dependencies
Call Centre Operations
External Supplier
Telecommunications Provider
RTO ≤ 4.0h
Critical
Essential for call handling.
Billing and Payments
External Supplier
Banking Services
RTO ≤ 12.0h
High
Necessary for payment processing.
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