Question: 13. Table 8.4 incorporates specific contingency considerations for the inability to carry through the Telesales process: fallback performer: sales manager fallback process (no

13. Table 8.4 incorporates specific contingency considerations for the inability to carry through the Telesales process:

• fallback performer: sales manager

• fallback process (no IT support): manually record customer/order details and later call back

• process abortion: order recorded only when final confirmation given

• process rollback: order cancellation process required Can you suggest further specialized contingency activities that may be required in this case? Who should decide to implement contingency activities or processes?

Alternatively, how would they be triggered?

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