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
  • The Contact Center Conquers the Cloud

    Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today. more

  • Contact Center Software on a Budget

    Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process. more

  • The New 2016 Contact Center and Call Center Comparison Guide

    Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more

  • Contact Center Software Cost Guide

    The success of your contact center depends just as much on the software you use as it does on the performance of your agents. Selecting the right software could mean the difference between success and failure for your business. more

  • Implementing Web Chat in Your Contact Center

    Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more