16th October 2007 at 08:57
#18147
Colin Taylor
Guest
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.
Regards,
Colin Taylor