How to Centralize Your Call Center

By Sheila Shanker
Updated: August 17, 2011

Customer service can be used as a competitive advantage; however, a survey conducted by YouGov indicated that 87% of people felt they deserved a better contact center experience when they were loyal and regularly spent money with a company. Taking note of the importance of good customer service and trying to improve it, many firms are centralizing their call centers in one single location.

There are certain benefits associated with centralization of operations, such as better consistency over the calls received and better overall communications. It’s also easier and less costly to train employees in one place. Another benefit of centralization is the deployment of one software to gauge usage and other analytics, while reducing errors and confusion. In a centralized structure, standard procedures are followed in one program, making it easier to manage, forecast and plan for the future. Also, actions to avert problems can be performed quickly and effectively when all relevant work is done in one place.

The advantages of centralization are to increase efficiencies and improve the quality of customer service. Be aware that there may be an increase in hardware costs, as the centralization happens, but over the long run, it’s usually easier and cheaper to maintain equipment and programs from one location.
 

Featured Research
  • How to Update Your Contact Center Software

    If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more

  • An Introduction to Global Contact Centers

    If you’re like many people, you may not trust the idea of a global contact center. They’ve traditionally been associated with language barriers and poor customer service. more

  • Don't Fall for These 10 Contact Center Features

    No matter the industry or area of expertise, one of the best ways for businesses to distance themselves from their competitors is through building and sustaining customer loyalty. more

  • How to Optimize First Call Resolution in the Contact Center

    Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more

  • 2017 Contact Center Software Cost Guide

    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more