Recently, Digitcom has been working with a client to centralise their call center, which will improve the ability to receive calls from current and potential clients. In this article, you’re going to learn the benefits of centralising your call centre and how you can successfully implement centralisation into your own business.
Call Center Challenges and How Centralisation Helps
Duplication in staff
Typically, all call centres require a minimum of roles to be filled. These can include the call centre manager, the team lead and call centre agents.
Usually, you have multiple call centres spread out across various locations. The problem here is that each call centre requires a management team, which increases costs across the board. Additionally, each centre may not necessarily be able to keep up with traffic during peak times, which means more missed calls because the other centres are unable to assist. A central location, however, increases the number of on-hand agents while at the same time decreasing the number of managers and leads needed to run the centre. Centralisation means cutting back on staffing needs by 60%, meaning you’re essentially looking at fewer managers but taking more calls overall.
Multiple sites require multiple failovers, and peaks in call volume can go unanswered with smaller teams. Digitcom’s ability to marry “premise” and “hosted” solutions was a key factor in creating the unique, multi-level utility failure mitigation plan, which invokes automatically and operates with minimal (if any) human intervention.
Consistent high quality service
Retaining staff and satisfactory “Single call” resolution is key in providing quality call center service. The client was able to reduce staff turnover and resolve issues quicker than with a single, larger dedicated call center.