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Call Center Consolidation
Escalating customer requirements and increasing
pressure to reduce costs are causing organizations to consider the benefits of
consolidating call centers. With customers demanding 24x7 service, faster
response times, increased access, and one-stop shopping, call center
consolidation can be considered as a strategy to meet these requirements and, at
the same time, decrease operating expenses.
Call center consolidation is a very attractive business proposition because
it promises a host of potential benefits, including labor savings, operating
efficiencies, improved service quality, and greater use of technology resources.
Consolidation is more than just co-locating staff or combining queues.
Consolidation will fundamentally change how calls are handled. True
consolidation affects routing, staffing, information access, processes, and
technology. A consolidation project requires a comprehensive analysis to
identify the economies, benefits, and risks involved. Detailed migration
planning is required to ensure that the project meets the schedule and the
business requirements, without disruption to the existing customer base and
service levels.
Our Area of Expertise
We are experienced in conducting the detailed
analyses, developing the business case, planning and managing the project,
developing programs, and conducting the pilot and call migration processes. Our
expertise includes project planning and management, program development, and
implementation in the following areas:
- Developing the strategic business case for consolidation
- Planning consolidated service levels, goals, and "best
practices"
- Defining consolidated staffing levels
- Consolidating business process redesign
- Consolidated technology architecture design,
including:
Facilities Design
ACD/PBX/eBusiness Portal
IVR (Interactive Voice Response)
CTI (Computer Telephony Integration)
Real-time Web Interaction Applications
Workforce Management
Voice/Data/Electronic Monitoring Technology
- eBusiness
integration
- Development of consolidated quality assurance and training processes
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