Management, Human Resources, and Life in a Customer Focused World

Someone recently asked me:

“When’s the right time to centralize different divisions or receptionists into a centralized center?”

This is a question that a lot of companies struggle with and mirrors the simple question of

“Should I start a contact center?”

The easy answer is: It depends.

I know. It’s a co-out. It is, however, true as well. The fact of the matter is that businesses have different expectations, requirements and designs. Some companies manage their personell through different budgets and are not interested in consolidating the numbers. Others would prefer to have centralized costs that can be evaluated for actual talk costs and values.  Some organizations have a large, matrixed management structure where the agents or administrative professionals handling calls are best managed by the small groups. Others take a different approach and want a singular management section that handles the service fashion.

Not only that, the question becomes what are your goals? Would it make a difference? Are there cost benefit savings? Is there a customer satisfaction improvement aspect? Are you trying to reduce headcount? Improve efficiency?

There are hundreds of reasons for putting a contact center together — and there are probably just as many not to.  You need to evaluate your process goals, your cross training potential, and your concepts.  In my opinion, if you have multiple locations taking calls and any of the groups have downtime where others don’t? You have a very obvious area of efficiency that can be gained.  If you have multiple locations regardless, you should consider looking at a centralized option.

Hire someone to come look at your numbers.  Ask a friend that has experience with this sort of thing if you need to.  It’s worth looking at.