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Reply To: Project Plan to set up a call centre

Colin Taylor

Generally companies establish contact centers to improve the interaction effectiveness and efficiency associated with dealing with customers. So the first place I would begin examining is to establish the cost per interaction (call, email,etc.) today and then identify likely efficiencies.

There can be other benefits such as improved consistency of service, process improvements etc.

I hope that this message is helpful. Let me know if I can of any further assistance.


Colin Taylor