I have been requested to investigate the possibility of setting up a contact centre to deal with inbound service calls in a Financial Institution.
I have the support of IT and Cisco on the infrastructure side but am struggling to come up with advantages versus the disadvantages of putting a call centre in place. Has anyone got any planning steps I should go through to present the solutions to Management Team
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.