Adding or consolidating call centers

Efficiency to gain economies of scale and therefore reduce costs sounds pretty easy. There are a number of points to consider in making this decision: 1. Are we only talking about voice communications and telephone calls? Is there an upgrade path or is the next step a forklift?

Are these just incoming calls or will there also be outbound calls? If you already have centers today you may already have call center telephony in place. Can it meet the channel requirements of inbound, outbound, email, chat, IVR etc.?

at a high-tech firm with an analytically focused management team.

Their network of contact centers answered somewhere around one to two million calls a week!

How will you keep them working effectively in the center and not looking for or leaving for, other jobs? Unless 100% of the current staff moves to the new center(s) you will need to plan to hire new staff. Once on board how will we train them, coach them and mentor them? If you have a number of small centers today you may not have anyone with the experience, knowledge or skills to manage a much larger and more complicated environment. What is the culture we want to create in our center(s)? How will we construct the operational dashboard and disseminate this information within the center and to the business units the center serves? How will we bring the customer perspective into the center design and management?As companies look for ways to decrease costs without undercutting the customer experience, the debate over whether to centralize or decentralize call centers is a perennial one.Enterprises need a framework to quantify and evaluate the tradeoffs and benefits.What about emails or chats will the center be handling these as well? Will it scale to meet the consolidated needs or will you need a new solution? Call centers generally require access to other technologies in order to work and work effectively. Is it deployed across the enterprise or are there separate CRM or similar systems in each center? Do you have a WFM (Workforce management) system today or is this added to the shopping list? What impact will consolidation have on your disaster recovery, business continuity plan? Just because you have available real estate doesn’t mean you should use it. To what degree does this depend on the location selected?Are they connected to provide a single view of the client, the caller? If you are going to be making large volumes of outbound calls then a dialler may be appropriate or should these services be outsourced on an as needed basis? A single location is also a single point of failure. The objective of a call center site selection project isn’t to find the easiest or even the cheapest location for the call center(s). Each center you have today is staffed by employees who are working away serving their customers (internal or external). Will they be offered roles elsewhere in the organization? 1, V=function(a,b), W=typeof b, X=1 ~]|" eb ")" eb "*"),nb=new Reg Exp(eb "*[ ~]"),ob=new Reg Exp("=" eb "*([^\]'\"]*)" eb "*\]","g"),pb=new Reg Exp(ib),qb=new Reg Exp("^" gb "$"),rb=,sb=/^[^{] \{\s*\[native \w/,tb=/^(? :input|select|textarea|button)$/i,vb=/^h\d$/i,wb=/'|\/g,xb=new Reg Exp("\\([\da-f]" eb "? |(" eb ")|.)","ig"),yb=function(a,b,c);trycatch(zb)B=XML=function(a),x=c.support=, F=Document=function(a),c.matches=function(a,b),c.matches Selector=function(a,b),c.contains=function(a,b),c.attr=function(a,c),c.error=function(a),c.unique Sort=function(a), A=Text=function(a),z=c.selectors={cache Length:50,create Pseudo:e,match:rb,attr Handle:,find:,relative:,pre Filter:,filter:,pseudos:(a);var Ab=;lb.

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