Consolidating call centers
Definition: Call center consolidation is the combination of different channels into one multi-channel contact center where all questions can be answered via whatever medium is preferred.
Currently, many companies have multiple call centers to answer specific questions, this is especially true among government and utility agencies.
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The cost of customer service is on the mind of many these days.
Call center centralization: The benefits Comparing the cost analysis for a centralized call center with the status quo will indicate whether consolidating is cost-effective.
Even when consolidating a call center, it's a good idea to have at least two centers to ensure adequate backup.
While delivering high customer satisfaction rates and lowering delivery costs are always the top two priorities for call centers, the pressure to reduce costs across the board while retaining customers during a downturn makes these issues take ever-higher priority.